Customer Support Associate (Wednesday - Sunday)

About the Role

Yodeck's digital signage platform has empowered businesses worldwide, from small restaurants to large conference halls, by making it easy and affordable to manage their digital signage needs. As the company continues to expand and disrupt the $23B digital signage industry, the need for skilled and dedicated customer support professionals has never been more critical.

The Customer Support Associate will work closely with the customer success and tech support teams to resolve customer inquiries and issues efficiently. With a strong emphasis on teamwork, communication, and problem-solving, this role requires a professional who is not only passionate about customer service but also adept at working in a fast-paced, dynamic environment.

What You Will Do

• Handle incoming phone calls, messages, and emails from Yodeck customers, providing timely and effective support.
• Offer information and assistance on Yodeck products and features, including billing and sales questions, to ensure customers can fully utilize the platform.
• Troubleshoot basic technical issues and develop effective solutions to customer inquiries, escalating complex issues to the tech support team when necessary.
• Process warranty claims, repairs, and replacements, ensuring that customers receive the support they need in a timely manner.
• Triage and prioritize tickets to resolve critical issues promptly, working closely with the customer success and tech support teams to ensure seamless customer support.
• Provide product recommendations based on customer needs and preferences, helping to enhance their overall experience with Yodeck's solutions.
• Maintain high customer satisfaction through professional, courteous, and timely communication, ensuring that Yodeck's standards for customer service are consistently met.
• Collaborate with the sales team to identify opportunities for upselling and cross-selling, contributing to the company's growth and revenue goals.
• Participate in training sessions and stay updated on new products and features to continuously improve knowledge and performance.

What We Are Looking For

• Excellent writing and verbal communication skills in English (C1 level), with the ability to communicate complex ideas in a clear and concise manner.
• Strong attention to detail and analytical skills to diagnose issues and develop effective solutions quickly.
• Ability to handle unexpected changes and customer concerns with professionalism and composure.
• A genuine desire to help customers and a commitment to providing excellent service, with a customer-centric approach.
• Experience in customer support or technical support roles, preferably in a SaaS or tech environment, although training will be provided for the right candidate.
• Availability to work on shifts Wednesday to Friday (10:00-18:00 or 14:00-22:00) and Saturday to Sunday (07:00-15:00 or 15:00-23:00 or 23:00-07:00), with flexibility to adapt to changing business needs.
• Strong proficiency in Excel, with the ability to manage and analyze data effectively.
• Ability to work in a remote setting with minimal supervision, self-motivated and disciplined.

Nice to Have

• Experience with digital signage or similar technology, although not required.
• Knowledge of customer support software and CRM systems.
• Certification in customer service or a related field, demonstrating a commitment to professional development.
• Fluency in additional languages, enhancing the ability to support a diverse customer base.

Benefits and Perks

• Competitive salary, reflecting the value placed on customer support professionals within the company.
• Company-wide bonus scheme and a great stock option plan, providing opportunities for financial growth and stability.
• Award-winning workplace, recognized as the Best Workplace, ensuring a supportive and motivating environment.
• Remote Work policy, allowing for flexibility and work-life balance, with the option to work from anywhere in the world.
• Office gym, nutritionist, and meal vouchers, promoting health and wellness among employees.
• Individual training budget for professional development, encouraging continuous learning and skill enhancement.
• Private medical insurance plan, providing comprehensive health coverage for employees and their families.
• Fun and collaborative start-up environment, with amazing offices and a dynamic team culture.
• Flexible working arrangements, including commuting expenses, to support the unique needs of each employee.
• Equal opportunity and workplace diversity, fostering an inclusive and respectful work environment.

• Tip: When applying, make sure your resume and cover letter are tailored to the customer support role, highlighting relevant experience and skills in customer service, technical support, or a related field.
• To stand out, prepare examples of times when you provided exceptional customer service, resolved complex issues, or exceeded customer satisfaction targets in previous roles.
• Familiarize yourself with Yodeck's products and services before the interview, demonstrating your interest in the company and the role.
• Prepare questions to ask the interviewer about the company culture, team dynamics, and opportunities for professional growth, showing your engagement and enthusiasm for the position.
• Consider creating a portfolio or examples of your work in customer support, such as positive customer testimonials or successful issue resolutions, to share during the application or interview process.
• When discussing salary, be prepared to negotiate based on your research of the market rate for customer support professionals in your area, and consider the overall compensation package, including benefits and perks.
• Be cautious of red flags such as unclear expectations, lack of training, or inadequate resources, which can impact your ability to provide excellent customer service and succeed in the role.