Were looking for a tenacious, self-motivated and energetic people-person to help us support our growing client base in the Americas region. Our world-leading SaaS products have a steep learning curve so youll need to be a cool tech cucumber yet be amazing with humans. Empathy, patience, curiosity, humour, ability to multi-task and friendliness are key to success in this role.RoleYou will be part of a small but incredibly high-performing global team offering help to our B2B clients across two products (Award Force and Good Grants). You will communicate with colleagues and clients across countries, cultures and time zones on a daily basis.Our support is across email tickets, phone, live chat and 1-1 Zoom calls. Once trained, you will take up onboarding and run client meetings to help with issue resolution, best practices and product adoption.Youll test and report bugs, put forth considered feedback to product teams; always seeking to improve our products.We play startup every now and thennew tools implemented as experiments and our processes are always evolving. Youll be part of this too. If you have a great idea, lets test it out! Were not big on bureaucracy, only results. We dont expect you to be a slave to your chair, but you will need to be flexible.EssentialsYoure located anywhere in the Americas region (Central and Eastern timezones preferable)You are able to work as an independent contractor, responsible for your own insurance requirements, tax and 401k contributionsNative English speaker (or 100% fluent), bi-lingual is a bonus!You have a natural aptitude with technology, experience with SaaS and are able to learn (and use) new systems quicklyWords like HTML, CSS, JS, API, Integrations, Dev console, staging & production environments, GitHub repo, database queries etc are not alien to you. You don't need to know how to work them but you must know about them (well enough)You have fantastic interpersonal skills and are an excellent communicator, verbal and writtenYou love to talk to clients. Four-five meetings a day only makes you more energetic!You love solving problems and helping others solve theirsYou write in well constructed sentences and pay attention to detailYoure curious, and love learningYou are not shy to upsell or answer sales-y questionsYoure super organised and process oriented. You are comfortable using multiple software for various aspects of the role. We have a process for everything!You have the ability to communicate complex issues in plain languageYou can work independently, are self-motivated, but enjoy being part of a teamWorking remotely suits you perfectly, your natural work ethic makes you a high performer!You are flexible to attend team meetings outside of usual working hours on scheduled daysYou have access to fast, reliable internet and a dedicated space to work without distractionsResponsibilitiesProduct supportSelf-driven learning to become a product expertBe the first port of call on all inbound support queries via email/tickets, phone and (later) chatRun 1-1 Zoom calls with clients to help resolve queries and provide technical consultationProvide technically accurate responses after carefully testing necessary scenariosWork with the engineering team to resolve bugs and follow through with updatesBe amazing with clientsRespond quickly (were big on speed)Able to really listen to people, get to the heart of the issue and see it through to resolutionConvey appreciation and respect to our clients at all timesStrive to build trusting relationships based on honesty and transparencyWith an aim of 100% retention, proactively reach out to suggest improvementsApply NowLet's start your dream job Apply now