Customer Care Representative

What we're looking for
We are looking for someone with a tech savvy background that enjoys interacting with people on a daily basis. Dubsado is hiring for a role on our Customer Care team! This is an in house team in our office in Burbank, CA. We are currently looking to fill the the below timeframes:
Monday- Friday 1:00 pm - 9:00 pm
(Chat Support)
6:00 am - 2:00 pm
(Chat Support)
Thursday- Monday 9:00 am - 5:00 pm
(Chat Support Only)
All training will be Monday-Friday 9:00am - 5:00 pm for a minimum of 3 months.
Are you...
Highly skilled in technical support?
We are looking for someone who has a minimum of 1 year of technical support or customer support for a SaaS or similar company. Dubsado is complex and requires for you to think quickly on your toes while using your knowledge in various technical areas in order to come to a solution for the customer.
Love getting to the root of an issue?
Dubsado is dynamic and customizable to each user which can make diagnosing issues difficult at times. Each interaction with a customer can be wildly different. You are the kind of person that can assess the situation and dig your way to the solution through the context given, as well as your knowledge of the program.
Empathetic to users and can easily put yourself in their shoes?
At Dubsado, people are first and software is second. Our customer support is one of the things we are known for in the SaaS space. You understand the basics of running a business and can put yourself in their situation as a business owner. We work with a range of customers from those that are new in business to people that know their system like the back of their hands and are looking for a solution to make their lives a bit easier. We also have users that vary in technical experience. We aim to meet each customer where they are in their journey and do what it takes to help implement Dubsado into their business.
Determined?
From guiding a brand new user to the right resources all the way to digging deep into what may be causing a technical error, you can't be stopped. You are willing to test until you find out what may be happenings, but also are willing to guide and work with a customer until the solution is found! From nuances with our system as well as integrations with additional tools, the sky is the limit and you will not give up.
Express high level concepts through written communication?
Dubsado offers support to our customers in many shapes and forms. The main form of communication in this role is through email and chat. You are able to communicate via chat or email and give direction, ask for context, convey information, and provide excellent support, all though written communication.
Responsibilities
• Take ownership of complex customer issues and use a combination of technical skills and high quality communication to pragmatically solve customer issues.
• Will work with 50-60 customers and complex issues on a daily basis
• Help ensure our customers' success with the Dubsado platform by assisting in its implementation, providing in-depth assistance to users, and channeling your experience into future improvements to the Dubsado solution.
• Bring your creative thinking, strategies, and ideas to advance our company's values, unique culture, and vision for the future.
• Communicate effectively with customers via written chat and email
• Integrate and interact soundly with our existing support team, collaborating efficiently to find solutions, and occasionally escalate advanced issues to our team of senior technicians and developersRequirements
• Customer-driven with an adaptable and versatile approach to troubleshooting• 1-2+ years experience in SaaS-based product support & troubleshooting• Experience troubleshooting deep technical issues in a SaaS environment• Strong references from previous managers/supervisors or exceptionally talented fresh graduate with extraordinary calibre with prior records clearly demonstrating capabilities to achieve all of the above requirements• Strong computer literacy, including demonstrated understanding of concepts related to web-based SaaS applications• A passion for problem solving• Excellent organizational skills, including the ability to prioritize and manage numerous concurrent tasks• Experience with email, calendar and integration connectivity• Excellent verbal and written communication skills• Strong interpersonal skills and dedication to customer success• Energy, passion, humor, compassion, and enthusiasm!• Functional knowledge of some of the following technologies: Quickbooks Online, Zapier, PayPal, Stripe, and/or Square• Prior experience working with SaaS or CRM software/data a major plus.• Eligible to work in the US without sponsorship, as we are unable to sponsor or transfer Visas at this time.
Benefits
Weekly Pay
Career Development
Employer Paid Training
Wellness Facility Onsite
Stocked Kitchenettes
Community Involvement
"Happy Hour"