ABOUT THE TEAM
Our Customer Support team is a diverse and globally distributed group, with members based in various countries to provide assistance to customers worldwide. We pride ourselves on our multicultural environment and strong sense of teamwork, where everyone supports one another. Our mission is to help customers unlock the full potential of our platform, driving higher satisfaction and engagement.
YOUR MISSION
As a Customer Support Representative, you will be the frontline in addressing customer inquiries, offering general assistance, and engaging with users to help them achieve their objectives. In this role, you’ll have the opportunity to showcase the excitement and innovation behind our software. By demonstrating how easy and enjoyable it is to collaborate using our platform, you’ll turn our existing customers into passionate advocates for Mural.
WHAT YOU’LL DO
- Manage and respond to customer inquiries promptly and effectively.
- Develop a deep understanding of our customers and champion their needs.
- Educate and guide customers through email, chat, phone calls, and video sessions.
- Support the Customer Experience team with account management as required.
- Collaborate with the Product team to identify and implement product improvements.
- Work closely with the Customer Success team to enhance education and training programs.
WHAT YOU’LL BRING
- 2+ years of experience in software customer support, preferably in a B2B environment.
- Fluency in English, both spoken and written (knowledge of additional languages is a bonus).
- A genuine passion for understanding, assisting, and educating customers.
- A curious mindset with a drive to find innovative solutions to challenges.
- Strong empathy for users and a dedication to helping teams succeed.
- Experience in troubleshooting software issues and reporting bugs.
- Familiarity with tracking bugs in collaboration with QA and development teams.
- Excellent visual communication skills.
- The ability to deliver clear and concise guidance through various channels, including email, phone, video, or in-person interactions.
- Flexibility to work some weekend shifts.
- Availability to work during the hours of 14:00 to 22:00 ART.
Join us in making a difference for our customers and helping them achieve their goals with Mural!
