Job Description

At Casebook, Customer Experience (CX) is an essential part of our organization. The Customer Support team is an essential part of the CX team, as they offer guidance and troubleshooting for customers during their entire lifecycle as a customer at Casebook. 

The Customer Support agent’s top priority is to help our customers troubleshoot any issues they have with our product, the Casebook Platform and to ensure that their experience using Casebook is a pleasant and productive one by delivering quick, accurate, personable support.

This is a demanding role that requires a unique skillset. As the voice of our Platform, you will act both as an advocate for our product and a champion for our users, by communicating with them across multiple channels. Your job is to ensure that Casebook’s customers have the best experience possible, no matter how they choose to contact us.  We take customer service seriously. This is a position we consider essential to the team’s success. Our customers rely on Casebook for their day-to-day work with vulnerable populations and we want to provide the best service we possibly can.

Casebook PBC is also an equal opportunity employer. At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve. Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. 

RESPONSIBILITIES:

• Provide thoughtful, personalized communication to explain how our product works, help troubleshoot confusion or issues regarding a customer's use of the product via phone, chat, email and social media.
• Effectively resolve customer enquiries in a considerate and timely manner.
• Investigate, troubleshoot, replicate and document customer issues efficiently and concisely.  
• Document and write the steps to replicate an issue in enough detail for the engineering and product team to be able to understand and resolve.
• Write snippets of response copy to build a reusable library of standard descriptions to common problems. 
• Practice using the software daily and continue to expand and deepen your knowledge of this evolving platform.
• Make active contributions to help achieve team goals and successes.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

Qualifications

You care deeply, genuinely and passionately about customer support and about the role it plays in making our customers and company successful.  You are willing to apply special effort when you see a high priority situation or customer that needs an escalated resolution.

You have prior experience doing live customer support by chat and ticketing systems (like Hubspot and Zendesk) and you know how to do it well. You know that every bit of work you do makes a real difference in making a customer happy.

You understand the web and how it works. You’re not necessarily writing and deploying your own JQuery-based,CSS-heavy responsive sites, but you have configured software and understand how setting and other variables can alter one customer's expected functionality from another.

You know when something is over your head and are not afraid to ask for help.

You are skilled at explaining technical problems succinctly and clearly.

You are a naturally empathetic and articulate communicator.

College degree or equivalent professional experience preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.

LOCATION: Remote; Must work East Coast business hours 

REPORTING INFORMATION: Reports to the Service Delivery Manager.

CULTURE AND BENEFITS SUMMARY:  Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438