Customer Service Representative

## About the Role As a Customer Service Representative at Sentry, you will play a vital role in ensuring that customers have a seamless experience with the company's products. Your expertise in handling account and billing queries will be essential in driving success and building trust with clients. You will work closely with the support team to develop and implement processes that enhance customer satisfaction and reduce response times.

The ideal candidate will have a strong background in customer support, with excellent written communication skills and the ability to manage competing priorities. You will be expected to work in a fast-paced environment, with a sense of urgency and attention to detail. As a key member of the support team, you will contribute to the development of knowledge base documentation and macros that enable the rest of the team to provide exceptional customer service.

Sentry is committed to providing equal employment opportunities to all employees and candidates, regardless of their background, race, or gender. The company's hybrid work model, which includes in-office anchor days, encourages meaningful collaboration and a healthy work-life balance.

## What You Will Do - Respond to a high volume of inbound support tickets related to account and billing inquiries - Develop expertise in Sentry's account and billing processes, becoming a go-to expert for customers and internal teams - Collaborate with the support team to identify areas for improvement and implement process enhancements - Contribute to the development of knowledge base documentation and macros that enable the rest of the team - Analyze customer feedback and provide insights to improve the overall customer experience - Work closely with internal teams, including sales and marketing, to ensure alignment and effective communication - Develop and maintain a deep understanding of Sentry's products and services, including Adjust and Excel - Participate in training and professional development opportunities to enhance skills and knowledge - Provide exceptional customer service, ensuring that customers feel valued and supported throughout their journey - Identify and escalate complex issues to senior team members, ensuring timely resolution and minimal disruption to customers

## What We Are Looking For - 1+ year of experience in customer support, technical support, or a related customer-facing role - Excellent written communication skills in English, with the ability to manage customer expectations - Strong problem-solving skills, with the ability to think critically and outside the box - Ability to work in a fast-paced environment, with a sense of urgency and attention to detail - Experience with Adjust and Excel, or a willingness to learn and develop expertise - Strong organizational skills, with the ability to prioritize tasks and manage competing deadlines - Ability to work collaboratively as part of a team, with a positive and supportive attitude - Strong analytical skills, with the ability to analyze customer feedback and provide insights for improvement - Experience working in a hybrid or remote work environment, with the ability to self-motivate and manage time effectively

## Nice to Have - Experience working in the tech industry, with a strong understanding of software development and engineering - Familiarity with customer support software and ticketing systems - Certification in customer service or a related field, such as ITIL or HDI - Experience with data analysis and visualization tools, such as Tableau or Power BI - Strong understanding of IT services and operations, including incident management and problem management

## Benefits and Perks - Competitive salary, with a starting point of EUR 36,000 gross per year - Opportunity to work with a leading company in the tech industry, with a strong focus on employee benefits and development - Participation in Sentry's employee benefit plans, including incentive compensation, equity grants, and group health insurance coverage - Access to training and professional development opportunities, including conferences and workshops - Flexible working hours, with the ability to work from home or in the office - Opportunity to work with a talented and diverse team, with a strong focus on collaboration and teamwork - Access to the latest tools and technologies, including Adjust and Excel - Recognition and reward for outstanding performance, including bonuses and promotions

- Highlight your problem-solving skills: Showcase your ability to think critically and outside the box, providing examples of times when you've resolved complex customer issues.

• Develop your knowledge of Adjust and Excel: Familiarize yourself with these tools, and be prepared to discuss how you've used them in previous roles.
• Emphasize your customer service experience: Highlight your experience working in customer-facing roles, and provide examples of times when you've delivered exceptional customer service.
• Prepare to talk about your experience working in fast-paced environments: Be prepared to discuss how you've managed competing priorities and deadlines in previous roles.
• Show your passion for delivering top-notch customer experiences: Showcase your enthusiasm for customer service, and provide examples of times when you've gone above and beyond to ensure customer satisfaction.
• Research Sentry's company culture: Familiarize yourself with the company's values and mission, and be prepared to discuss how you align with them.
• Practice your analytical skills: Be prepared to analyze customer feedback and provide insights for improvement, showcasing your ability to think critically and strategically.