May 19, 2021
Job Summary: Exo is looking for a Customer Support Representative to join our Customer Success team. We are very passionate about making our customers successful and are looking for people that can take these relationships to the next level. In this role, you will be responsible for making sure that each of our users has an incredible experience while interacting with both Exo and our products. The right individual will be passionate about delighting our customers through each and every contact.
Job Responsibilities (but not limited to):
Achieve expert working knowledge of our products
Troubleshoot reported bugs, and clearly document customer feature requests
Respond to the user as quickly and thoroughly as possible and communicate to them that you are working on their behalf to address their issue(s)
Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base
Identify process improvements and other product features to help reduce the number of dissatisfied customers
Increase overall customer happiness by meeting and exceeding customer support metrics and service levels
Minimum Education/Experience Requirements:
Experience working in a customer support team, particularly with SaaS products - you understand the complexities of the SaaS world and how to keep our customers happy!
Experience and adherence to HIPAA requirements
Strong analytical and critical thinking skills - you love asking those open-ended questions to really get to the root of the matter!
Previous experience working with and troubleshooting software
Direct experience using Zoho Desk or Zendesk to reply to customer inquiries
Strong communication skills, both written and oral
Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
Good judgment and the ability to maintain confidentiality of sensitive customer data