Hello! Localgov is looking for a customer service representative to join our team. Your working hours will be 2pm to 10 pm CDT to cover time zones for our local government customers in the Commonwealth of the Northern Mariana Islands as well as Alaska.
Company: Localgov
Location: Chicago, Illinois (REMOTE Position)
Position Overview:
We are seeking a dedicated and resourceful Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing outstanding support to our clients, addressing their inquiries and concerns, and ensuring a positive and seamless experience. You will act as the primary point of contact for our customers, providing expert knowledge on our software products and services.
Key Responsibilities:
– Respond to customer inquiries through phone, email, and live chat, providing accurate and timely information.
– Troubleshoot and resolve customer issues related to software usage, installation, and configuration.
– Escalate complex technical issues to appropriate support teams or management, as necessary.
– Maintain a comprehensive understanding of the company’s software products and services.
– Continuously improve customer satisfaction by gathering feedback and identifying areas for improvement.
– Collaborate with cross-functional teams to ensure excellent customer experiences.
– Document customer interactions and maintain accurate records in the CRM system.
– Participate in ongoing training to stay updated with product releases and industry trends.
– Contribute to the development of customer support processes and resources, such as FAQs and self-help guides.
Requirements:
– Bachelor’s degree in a relevant field, or equivalent work experience.
– Minimum 2-3 years of experience in a customer support or service role, preferably in the software or technology industry.
– Strong communication skills, both written and verbal, with the ability to explain complex concepts in simple terms.
– Proficient in troubleshooting and problem-solving, with a strong attention to detail.
– Familiarity with CRM systems, ticketing systems, and support tools.
– Technical aptitude with the ability to quickly learn and understand new software products.
– Excellent time management and organizational skills, with the ability to prioritize and manage multiple tasks simultaneously.
– Demonstrated ability to work effectively in a team environment, as well as independently.
– Strong customer-centric mindset, with a passion for delivering exceptional service.
– English Proficiency is a must.
Preferred Qualifications:
– Experience working with HubSpot, Excel, AirCall, Jira, etc.
– Familiarity with remote support tools, such as screen sharing or remote desktop applications.
To apply, please submit your resume and cover letter, detailing your relevant experience and interest in the position. We look forward to reviewing your application and potentially welcoming you to our team at [Software Company Name].
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