Job Description
This is a remote position.
Key Responsibilities:
• Provide day-to-day support for customers using WCM and HHQ products
• Deliver a high-quality customer experience through professional and responsive
communication with quick resolution
• Troubleshoot product issues across multiple workflows and product lines
• Respond to customer inquiries clearly, professionally, and empathetically in written
English
• Investigate, reproduce, and document software bugs
• Submit detailed bug tickets and product enhancement requests to internal teams
• Identify when issues require escalation to onshore support, product, or engineering
teams
• Maintain accurate records of customer interactions and issue resolution
• Collaborate with cross-functional teams to ensure timely customer outcomes
• Support operational reporting and data tasks using Excel
• Contribute to knowledge base documentation and process improvement initiatives
Requirements
Required Skills & Experience
Essential
• Strong written English communication skills
• Excellent customer-facing and customer service skills
• Ability to communicate professionally, empathetically, and confidently with customers
• Moderate Excel skills, including:
o Filtering and sorting data
o Basic formulas
o Working with spreadsheets and reports
• Ability to learn and support multiple software products simultaneously
• Strong troubleshooting and problem-solving abilities
• Excellent attention to detail and organizational skills
• Ability to follow escalation processes and work independently
• Experience working in a customer support or technical support environment
Nice to Have
• Experience using Salesforce
• Experience using Intercom
• Familiarity with SaaS products or software support environments
• Experience creating bug reports or product enhancement tickets
