**Experienced Customer Service Representative – Software-as-a-Service (SaaS) Platform Support Specialist**

**Join Our Dynamic Team at PoliteMail Software and Make a Lasting Impact on Customer Experience** Are you passionate about delivering exceptional customer service and working in a collaborative environment? Do you thrive in a fast-paced setting and enjoy helping others resolve complex issues? If so, we invite you to explore this exciting opportunity to join our team as a Customer Service Representative at PoliteMail Software, a leading provider of innovative SaaS solutions for enterprise employee communications. **About PoliteMail Software** PoliteMail Software was founded in 2006 with a mission to revolutionize the way organizations measure and optimize their Microsoft Outlook and Exchange mail messages. Over the years, we have grown rapidly, earning recognition as one of the fastest-growing companies in the US, as featured on the Inc. 5000 list in 2018 and 2019. Our commitment to innovation and customer satisfaction has led to partnerships with 27% of the largest US employers, solidifying our position as a trusted leader in the industry. **Our Culture and Values** At PoliteMail Software, we pride ourselves on our dynamic and supportive work environment, where collaboration, transparency, and teamwork thrive. Our Great Place to Work-Certified status is a testament to our dedication to creating a positive and inclusive workplace culture. We believe in empowering our employees to grow and develop their skills, and we offer a range of opportunities for professional growth and development. **Job Summary** As a Customer Service Representative, you will be the primary point of contact for our customers, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills. **Key Responsibilities** * Serve as the first point of contact for customers seeking assistance with our SaaS products via email, phone, and screenshare. * Respond promptly and professionally to customer inquiries, troubleshoot technical issues, and provide guidance on product features and functionalities. * Diagnose and resolve customer problems efficiently, escalating issues as necessary to ensure timely resolution and customer satisfaction. * Maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and best practices to effectively assist customers. * Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system. * Collaborate with cross-functional teams, including product development, sales, and marketing, to address customer needs and feedback. * Identify opportunities to improve customer support processes and contribute to the development of support resources, such as knowledge base articles and FAQs. * Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers. **Essential Qualifications** * Bachelor's degree or equivalent experience in a related field. * Previous experience in customer service or support roles, preferably in a SaaS or technology-related industry. * Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner. * Strong problem-solving skills and the ability to troubleshoot technical issues independently. * Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems. * Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously. * Proficiency in using CRM software and other support tools is preferred. * Proficiency in Microsoft applications and tools. **Preferred Skills** * Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365. * Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks. * Ability to perform in a dynamic and fast-paced environment. * Embraces and thrives in a culture of transparency, accountability, trust, and teamwork. **Benefits and Perks** At PoliteMail Software, we offer a comprehensive benefits package to support the well-being and growth of our employees. Some of the benefits and perks include: * Health Insurance * Dental Insurance * Vision Insurance * 401k & Company Match * Generous PTO & Company Holidays * Quarterly Company events **Why Join Our Team?** As a Customer Service Representative at PoliteMail Software, you will have the opportunity to: * Work with a dynamic and supportive team of professionals who share your passion for delivering exceptional customer service. * Develop your skills and expertise in a fast-paced and innovative environment. * Make a meaningful impact on customer experience and satisfaction. * Enjoy a comprehensive benefits package and competitive compensation. * Participate in quarterly company events and team-building activities. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you! Apply for this job