Key Responsibilities:

• Customer Support
• Respond to support tickets from customers, addressing their inquiries, technical issues, and providing solutions in a timely and empathetic manner.

Communicate with customers via calls and other communication channels to assist in real-time troubleshooting and issue resolution.

• Technical Troubleshooting
• Utilize your technical expertise to troubleshoot and resolve customer technical challenges, both independently and in collaboration with the Development team.
• Documentation:
• Write, update, and maintain Help articles for the Help Centre to provide customers with self-service resources.
• Record How-to-Videos for new product features and update existing help videos when product updates are released
• Collaboration:
• Work closely with the Customer Success, Product and Development teams to identify, prioritize, and communicate technical issues or bugs to customers.
• Software Proficiency:
• Utilize support ticket software (e.g., FreshDesk), communication tools (e.g., Slack), and Microsoft apps to streamline support processes.
• Proactive Approach:

Be proactive in identifying areas for improvement in customer support processes and suggest solutions to enhance the customer experience.

Perks:

• Own a piece of the pie; as a crucial early hire you will be granted generous stock options
• Generous paid time off
• Autonomy and responsibility; we measure ourselves on results and let you determine how you get the job done
• Flexible work environment
• Endless career growth potential; Spellbook is an early-stage company which means you'll have influence and leadership opportunities from day one