Customer Support Specialist

About Quotely Ai:
Quotely Ai is a leading SaaS company specializing in lead generation and artificial intelligence solutions tailored for home service contractors. Our mission is to empower these businesses with cutting-edge tools and insights to drive growth and success in their respective markets.

Position Overview:
The Customer Support Specialist will play a pivotal role in ensuring our members, primarily home service contractors, have a seamless experience with our platform. This fully remote position is responsible for addressing and resolving member issues, providing guidance on account functionalities, and ensuring customer satisfaction to promote long-term retention.

Key Responsibilities:

Respond to customer inquiries from home service contractors via email, chat, and phone in a timely and professional manner.
Troubleshoot and resolve account-related issues, including billing, technical, and service concerns.
Provide guidance to members on platform functionalities, features, and best practices tailored to the home service industry.
Collaborate with the technical team to address software-related issues.
Document and track customer interactions and feedback to identify trends and areas for improvement within the home service sector.
Participate in training sessions to stay updated with product changes and enhancements specific to the needs of home service contractors.
Work proactively to identify potential issues and provide solutions to ensure customer satisfaction.
Assist in the development of support materials, such as FAQs, guides, and tutorials, with a focus on the home service industry.
Advocate for customer needs and collaborate with cross-functional teams to enhance the user experience for home service contractors.
Strive to achieve customer retention goals, aiming for a 24-month or longer membership duration.
Qualifications:

Experience with Go High Level especially the SAAS function
Previous experience in customer support, preferably in a SaaS or tech environment.
Familiarity or experience with the home service contractor industry is a plus.
Strong communication skills, both written and verbal.
Ability to troubleshoot and resolve issues efficiently.
Familiarity with CRM tools and support ticketing systems.
A customer-centric mindset with a passion for ensuring customer satisfaction.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.