Customer Support Representative, Fiverr Enterprise

Job Description

Description

Fiverr Enterprise is looking for a Customer Support Representative to assist our Support team with technical problems when using the Enterprise Platform

Enterprise offers a SaaS platform that makes it easy for companies to work with freelancers from all aspects (sourcing, onboarding, tracking, payments, and compliance), so your teams can focus on getting things done. It gives businesses complete control over the hiring, management, payment and compliance processes of their freelance workforce,

We help tech companies and agencies increase their productivity by enabling them to tap into the world's most flexible workforce - the booming freelance economy - without the hassle and headaches that come with it.

This is a hybrid role

Must be able to commute to our downtown Orlando office - 3 days a week

3 days in office - 2 remote

What am I going to do?

• Provide independent and high-quality responses to our customers via email ticketing system and chat
• Provide reliable resolution of critical and high impact problems for customers
• Take ownership of customer issues and follow problems through to resolution
• Be the first point of escalation for support related issues to R&D or Customer Success or product
• Collaborate with different teams in the company, such as Customer Success, Product, R&D, Finance
• Work closely with our team leads and shift managers to ensure customer satisfaction.
• Contribute ideas and practical solutions to ensure customers’ satisfaction.
• Recognize trends and service impacting events and escalate properly
• Learn from others and develop yourself as a customer support representative

Requirements

• Excellent communication and problem-solving skills
• Ability to prioritize, multitask and adapt to a fast-moving environment
• Excellent written and verbal communication skills in English
• Fast learner and versatile individual, willing to learn
• Experience with Excel
• Experience using Zendesk or other CRM tools

Equal opportunities

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.