[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. ParkingPass.com is a leader in residential and public parking management, seeking a Customer Service Representative to join their Customer Success team. The CSR will provide exceptional support, solve technical challenges, and help customers maximize the value of the company's software product.

Responsibilities

• Provide timely and effective support via email, chat, and phone, addressing inquiries related to product usage, features, troubleshooting, and billing
• Diagnose and resolve technical issues, including login errors, software bugs, configuration challenges, and integration questions
• Become a deep expert in our SaaS product, clearly articulating its value, capabilities, and best practices to customers
• Contribute to and maintain accurate help articles, FAQs, and internal documentation to improve self-service capabilities
• Act as the voice of the customer by logging, tracking, and communicating customer feedback and recurring issues to the Product and Engineering teams
• Monitor customer sentiment and proactively reach out to ensure successful product adoption and satisfaction, contributing to high retention rates
• Adhere to defined response and resolution times, ensuring a high quality of service delivery

Skills

• 1-2 years of experience in a customer-facing role, preferably in technical support or customer service
• Demonstrated ability to quickly learn and navigate complex software products (experience with SaaS is a major plus)
• Excellent written and verbal communication skills; ability to explain technical concepts to non-technical users clearly and patiently
• Proven analytical and troubleshooting skills with an ability to think critically under pressure
• Experience using customer relationship management (CRM) software (HubSpot) and support ticketing systems
• Previous experience working within a B2B or B2C SaaS environment
• Basic understanding of API concepts and third-party integrations
• Bachelor's degree in a relevant field or equivalent practical experience

Benefits

• Health Insurance Provided
• 3 Weeks PTO

Company Overview