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Customer Support Specilaist

At SimpleTexting, we’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.

Responsibilities

  • You’re a superhero, but with a computer instead of a cape. Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers.
  • You’ll clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
  • You’ll be a compliance expert - making sure our customers are responsible texters.
  • Participate in writing excellent help documentation—both for internal use and for our customers
  • Escalate bugs to our customer technical support team
  • Work on specialized projects, as you become more comfortable in the role
  • Become a SimpleTexting power user—before you can support others, you must know the product yourself

This Role Is For You If

  • You love to talk, actively listen, and build relationships
  • You enjoy responding to a customer’s inquiry in the way that makes the most sense; we are not a scripted team
  • Multiple chats happening at once doesn’t make you sweat
  • You thrive in fast-paced environments
  • You’re as comfortable hopping on the phone as you are writing super clear emails
  • Investigating issues when you don’t have enough info to resolve them is your idea of fun
  • Going above and beyond for customers gives you a warm and fuzzy feeling
  • You have no shame geeking out about business and technology

Required Qualifications

  • English is your primary language. Secondary languages are a plus.
  • At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
  • You can translate technical ideas for non-technical audiences
  • Demonstrable critical thinking, communication, and creative problem-solving skills
  • Ability to learn new software platforms quickly
  • Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
  • Highly organized. You can manage and prioritize several different projects.
  • Familiarity chat and CRM platforms

Bonus Points

  • Bachelor’s degree, preferably in a related field of study
  • 2+ years in customer support role

Location

Remote - US hours

About Us

SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.

SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more

Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!

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Average salary estimate

$57500 / YEARLY (est.)
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$50000K
$65000K

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What You Should Know About Customer Support Specilaist, Sinch

At SimpleTexting, we’re on the lookout for an enthusiastic Customer Support Specialist to join our dynamic team. If you have a knack for problem-solving and a love for helping people, this role is just for you! You'll be part of the heart and soul of SimpleTexting, engaging with our customers to tackle everyday challenges, whether they be tricky tech issues or simple queries. Imagine this: responding to customers through online chat, email, or phone, clarifying their needs, and guiding them to the best solutions. You'll become a compliance expert, ensuring our customers are respectful texters, and even have an opportunity to contribute to our help documentation. The role requires someone who thrives in a fast-paced environment with the ability to manage multiple chats effortlessly. If you enjoy being a go-to person for tech support and possess top-notch communication skills, you'll fit right in! Plus, if you're eager to learn our platform inside and out, we’ll support your growth as you help others. So, if you're excited to join a company that emphasizes amazing customer service while working from the comfort of your home, then consider bringing your talents to SimpleTexting, where our values of dreaming big and winning together truly make a difference in the world of customer engagement.

Frequently Asked Questions (FAQs) for Customer Support Specilaist Role at Sinch
What are the main responsibilities of a Customer Support Specialist at SimpleTexting?

As a Customer Support Specialist at SimpleTexting, your primary responsibilities include responding to customer inquiries through various channels such as chat, email, and phone. You'll troubleshoot issues, clarify needs, communicate the best solutions, and follow up to ensure resolution. You'll also help maintain compliance for our texting practices, create internal and customer-facing documentation, and collaborate with the technical support team on bug escalations.

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What qualifications are required for the Customer Support Specialist position at SimpleTexting?

To be considered for the Customer Support Specialist role at SimpleTexting, you should have English as your primary language, with secondary languages being a bonus. A minimum of one year of experience in live chat customer support for a software or SaaS platform is required, along with strong communication skills, critical thinking, and the ability to learn new software platforms quickly.

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What skills make someone a great Customer Support Specialist at SimpleTexting?

Great Customer Support Specialists at SimpleTexting possess exceptional communication skills, both written and verbal. They have strong problem-solving abilities and a knack for translating complex technical ideas into understandable terms for non-technical customers. Additionally, they are organized, adaptable, and enjoy building relationships while providing stellar support to enhance customer experience.

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What is the work environment like for a Customer Support Specialist at SimpleTexting?

As a Customer Support Specialist at SimpleTexting, you'll enjoy a remote work environment that fosters growth and collaboration. The culture prioritizes customer satisfaction and encourages team members to learn from each other while managing multiple tasks efficiently in a fast-paced atmosphere, all while being supported by a team dedicated to exceptional service and inclusivity.

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What growth opportunities are available for a Customer Support Specialist at SimpleTexting?

At SimpleTexting, Customer Support Specialists have ample opportunities for growth, including working on specialized projects and developing expertise in the platform. As you become more comfortable in the role, you can take on increased responsibilities, contribute to the creation of customer documentation, and even advance into other technical or managerial positions within the company.

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Common Interview Questions for Customer Support Specilaist
Can you describe your experience with providing live chat support as a Customer Support Specialist?

When answering this question, be sure to highlight specific experiences where you successfully resolved customer inquiries through live chat. Mention the tools and platforms you’ve used, any metrics or KPIs you achieved, and how you adapted your communication style to meet customers' needs.

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How do you handle challenging or upset customers as a Customer Support Specialist?

Explain your approach to remaining calm and empathetic when dealing with difficult situations. Describe how you listen actively to the customer's concerns, validate their feelings, and work collaboratively to resolve the issue. Highlight any successful outcomes you've had in reversing negative experiences.

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What steps do you take to ensure you remain organized while managing multiple chats at once?

Discuss your preferred organizational methods, such as utilizing note-taking tools or CRM platforms to keep track of conversations and issues. Mention any strategies you implement to prioritize tasks and ensure timely responses, enabling you to provide efficient and effective customer support.

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Can you provide an example of a complex problem you resolved for a customer?

Provide a detailed scenario in which you identified a complex issue the customer faced, outline the steps you took to troubleshoot, and explain how you communicated your findings and solution effectively. This demonstrates your problem-solving skills and your ability to translate technical information to non-technical customers.

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How do you keep up with industry best practices for customer support?

Mention the resources you consult, such as industry blogs, webinars, or forums related to customer support or SaaS products. Highlight any relevant training or courses you've taken to enhance your skills, demonstrating your commitment to continuous learning and improvement.

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What motivated you to apply for the Customer Support Specialist position at SimpleTexting?

Share your enthusiasm for SMS marketing and customer engagement and explain how SimpleTexting’s values resonate with you. Express your desire to work in an environment that emphasizes customer service and collaboration, showcasing your alignment with the company's mission and your eagerness to contribute.

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How would you describe your communication style when dealing with customers as a Customer Support Specialist?

Articulate how your communication style is adaptable based on the customer's needs, emphasizing clarity, empathy, and your ability to listen actively. Provide examples of how you adjust your tone and language based on the interaction type—chat versus phone—and how this enhances the customer experience.

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What tools and software are you familiar with that would help you succeed as a Customer Support Specialist?

List the chat and CRM platforms you’ve used in previous positions and how they've contributed to your effectiveness as a support specialist. If you’re familiar with specific tools used by SimpleTexting, mention those to show you've done your research and can quickly adapt to the company’s systems.

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Describe a time when you turned a negative customer experience into a positive one.

Share a specific example in which you successfully managed a customer’s dissatisfaction by providing a thoughtful and timely solution. Highlight the steps you took to regain their trust and satisfaction, illustrating your customer service skills and ability to navigate challenges.

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What does excellent customer support mean to you as a Customer Support Specialist?

This is your chance to emphasize the importance of being proactive, responsive, and empathetic in customer support. Discuss what practices you believe set excellent support apart, such as follow-up communication, personalized interactions, and knowledge sharing, showing your commitment to enhancing customer relationships.

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DATE POSTED
March 15, 2025

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