Customer Service Representative

We are seeking a talented and experienced Customer Service Representative proficient in Jira and with a strong background in tech support. As a Customer Service Representative at Mooch, you will play a key role in developing our CRM and providing exceptional customer support to our clients. If you are passionate about technology, possess a drive for innovation, and enjoy working in a collaborative environment, we encourage you to apply for this exciting opportunity.

This role will involve: 

• Responding to and triaging support tickets
• Providing product support, troubleshooting technical issues, and guiding customers through problem-solving steps
• Escalating technical support tickets into task issues for developers
• Providing onboarding support to users
• Manually verifying users' KYC applications when a manual review is necessary and triggering appropriate emails when applications fail/pass
• Helping build out and improve the customer support portal and systems 
• Documenting customer interactions, feedback, and resolutions accurately in our CRM system
• Identifying opportunities for process improvement and contributing to the development of customer support resources

Qualifications:

• Previous experience in Customer Service or technical support role, preferably in a tech start-up or SaaS environment
• Previous experience with Jira is a must
• Excellent communication skills, both written and verbal, with a strong customer focus
• Ability to troubleshoot and problem-solve technical issues effectively
• Proficiency in using CRM software and other support tools
• Strong multitasking and time management skills, with the ability to prioritize tasks in a fast-paced environment
• Positive attitude, adaptability, and willingness to learn and grow with the company