Customer Success Representative

JOB DESCRIPTION

Are you a natural problem-solver? Do you love to take initiative and thrive as part of a team? If you are a professional multitasker with motivation to excel, join the Double A Solutions team as a Customer Support Representative. This role requires availability until 6pm EST.

You must reside in one of the following states: MI, OH, TX, FL, OR, MO

THE COMPANY:

Double A Solutions has been offering innovative software solutions nationwide since 2003. Our mission is to develop cutting-edge SaaS software allowing companies to automate and eliminate the manual activities they may be doing today. In addition to building software, we are striving to serve our customers in a professional manner and help them get the most out of the products we produce.

THE POSITION:

We are looking for a full-time Customer Service Representative. An effective Customer Service Representative has excellent problem-solving skills, knows how to use their resources, works well on a team, takes initiative, and is very detail-oriented. In this role, you would be responsible for working with new and existing customers by:

• Answering incoming customer inquiries and recording customer information within our customer support database. Experience with ticketing systems such as Zendesk, and CRM experience preferred
• Engaging with clients in a friendly and professional manner while actively listening to their concerns, and offering support and solutions to maximize their experience with our software
• Troubleshooting software issues reported by customers by testing to reproduce, viewing system logs, and other methods. Collaborating with management and development teams to resolve bugs and escalate enhancement requests
• Working with new customers on a screen share to set up and customize the software to optimize their business. Experience with video/screen share programs such as Zoom or Teams preferred
• Providing training to system administrators and end-users
• Re-engaging with customers who have low account usage
• Proactively staying updated on new products, services, and policies
• Collaborating with the software development team for troubleshooting and ticket solving methods

WHY SHOULD YOU APPLY?

• Comprehensive benefits package, including medical, vision, 401K and PTO
• A fantastic work culture that has values you can stand behind
• Ability to work remotely from home
• Opportunities for growth, both personal and professional
• Work for a company where you are more than just a number

INTERESTED?

If you have experience in a call center setting and want to be a part of a company with a great work culture that values you as an employee, apply now!

Essential Requirement: Work Authorization

Double A Solutions does not offer visa sponsorship for this position. Applicants must be currently authorized to work in the United States and must maintain that authorization throughout employment.

Double A Solutions is an equal opportunity employer. We prohibit discrimination, harassment, and retaliation based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, ancestry, citizenship status, age (40 and older), disability, genetic information, military status, protected veteran status, or any other characteristic protected by federal, state, or local law.

https://civ.ohio.gov/decisions-and-publications/informational-brochures/1-know-your-rights

https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Double A Solutions participates in E-Verify. If hired, you will complete Form I-9 and present documents of your choice that establish identity and employment authorization.

https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents