Customer Support Representative
​​Full Time I Remote
About Venngage
Venngage is an exciting and innovative B2B SaaS-based graphic design tool that is helping businesses communicate visually all over the world. We’re looking for talented people to join us and help us achieve our ambitious goals.

We are looking for a Customer Support Representative to assist our customers with technical problems when using our products and services. Customer Support Representative responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software such as Intercom, Zendesk & Helpscout.

What You’ll Do
  • Respond to customer queries in a timely and accurate way, via phone, email or chat.
  • Identify customer needs and help customers use specific features.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
  • Update our internal databases with information about technical issues and useful discussions with customers.
  • Monitor customer complaints on social media and reach out to provide assistance.
  • Share feature requests and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather customer feedback and share with our Product, Sales and Marketing teams.
  • Assist in training junior Customer Support Representatives.
  • Guide customers through their journey of achieving their design vision with Venngage.


What We’re Looking For
  • Experience as a Customer Support Specialist or similar CS role.
  • Schedule flexibility, ability to work mornings, mid day, and evening shifts when required.
  • Familiarity with our industry is a plus.
  • Experience using help desk software and remote support tools (Intercom, Zendesk, Helpscout).
  • Understanding of how CRM systems work.
  • Excellent communication and problem-solving skills.
  • Multi-tasking abilities.
  • Patience when handling tough cases.
  • Experience with de-escalating irate customer situations.
  • Resourceful thinking, and the ability to find answers using internal documentation and knowledge centers.
 
  • Tenacity:
  • You are determined to succeed, and you are motivated by the success of customer and colleagues.
  • Curiosity:
  • You are always learning and seeking ways to make things better. You are agile in your approach and able to pivot and adapt when needed.
  • Conscientiousness:
  • You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Empathy:
  • You lead with humility and empathy, respecting and learning from the perspectives of others.
  • A Growth Mindset:
  • Be highly coachable and interested in gaining knowledge of the market, developing your technical communication skills, and learning our products and process, so you can be highly successful as an individual contributor.

Perks and Benefits:
  • Flexible Vacation Policy
  • Unlimited Sick/Mental Health Days
  • Ability to work from abroad for a month every year (after your first year)
  • Health & Wellness Programs (Sunlife benefits and League spending accounts)
  • Culture of Learning & Development
  • Fully-Stocked Kitchens & Lounges (when back in the office)
  • Flexible Work From Home Policy
  • Monthly Socials & Team Outings (virtual events during covid-19 protocols)

Our Work Culture and Values
Culture is a very important part of Venngage, and everyone on our team embodies these values. For a detailed overview of our work culture and values click here.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If you believe you are the right fit for this position, we would love to hear from you. Venngage is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply.

Salary range: $45K - 50K (based on level of experience)

Link to apply: https://venngage.typeform.com/to/mz9UiFT4
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