Customer Support Role Overview:

Location: Draper, UT (On-Site)

Type: Full-Time & Part-Time

Redo is obsessed with its customers and Customer Support is the team who demonstrates this on a daily basis. This customer-facing role is responsible for strengthening long-term relationships with existing customers by helping them find quick resolutions to issues and questions they surface. Support Specialists are expected to understand Redo's product offerings in depth and adapt the product to customers' needs.

Responsibilities:

Customer Interaction:

• Interact with customers professionally and empathetically to understand needs and the concerns at hand.

• Provide prompt, accurate, and creative responses to customers emails, chat, or in person.

Product/Service Knowledge:

• Maintain a comprehensive understanding of our products/services, including updates and changes.

• Continuously expand your knowledge to more effectively address customer questions and concerns.

• Be a knowledgeable resource for product/service information and troubleshooting.

Customer Retention:

• Support the relationship and retention of existing customers.

• Assist internal team in helping customers adopt new features and optimize the platform.

Qualifications:

• Strong verbal and written communication skills, effective in both external and internal interactions.

• Excellent problem-solving and analytical skills.

• Excellent organizational skills.

• Ability to multitask and prioritize tasks effectively.

• Understanding of customer experience and service.

• Ability to explain complex technical concepts in a clear and concise manner.

• Ability to work in a fast-paced environment.

• Previous experience in technical support, customer success, or sales is a plus.

• Strong technical background in the technology or SaaS industry is a plus.

• Experience with ecommerce platforms and post-purchase solutions is a plus.