Customer Support Representative

Note: Amplify does not provide visa support as this role is entirely remote.

Amplify is a leading technology company with award-winning SaaS products iFax (ifaxapp.com) and Fill (fillhq.com) serving the US healthcare market. Our iFax platform was recently awarded the #1 highest-rated online fax service, by G2.com!

Job Summary

The Customer Support Representative (CSR) is a pivotal role dedicated to delivering outstanding customer support and managing a variety of customer interactions with a focus on problem resolution and upselling. This role demands robust problem-solving skills to navigate through customer inquiries and transactions effectively.

Key Responsibilities

• Customer Advocacy and Support: Act as a customer advocate by providing detailed product and service information and resolving challenges related to products and services while maintaining high satisfaction rates.
• Customer Account Management: Accurately maintain and update customer records, ensuring all account information is current and reliable.
• Problem Resolution: Skillfully address product or service issues by identifying the root cause, presenting clear solutions, and expediting any necessary corrective actions or adjustments to ensure comprehensive resolution.
• Collaborative Efficiency: Contribute positively to the team’s objectives, ensuring individual efforts align with the team’s goals and performance standards.
• Performance Excellence: Achieve and maintain high standards in meeting Service Level Agreements and customer satisfaction metrics.
• Technical Proficiency and Ticket Management: Efficiently managed support inquiries through Zendesk, escalated development issues via Basecamp, and oversaw customer accounts through Chargebee and other specialized tools.
• Be adept at using video call platforms such as Google Meet and show readiness for real-time communication.
  
  

Qualifications

• Native English Fluency with strong written and verbal communication skills.
• Min 2 years of customer service experience, preferably in the B2B SaaS domain
• Show proactivity and self-motivation with the ability to operate independently.
• Commit to working during core US business hours: 9:00 am – 5:00 pm EST.
  
  

Preferred

• Prior exposure to the health-tech sector.
• Comfortable in a startup environment.
  
  

Technology Used

• Zendesk, Chargebee, Basecamp, Google Workspace
  
  

Benefits

• Freedom to work remotely: supporting a healthy balance between professional and personal life.
• A positive, collaborative culture promoting development and learning.
  
  

WHY JOIN US?

At Amplify, you’ll be part of an organization that is not just thinking about the future of work but is actively shaping it. We offer a competitive salary, and a remote work environment designed to support your well-being and professional growth.

We operate independently and do not work with staffing or recruitment agencies. All candidates should apply directly through our job postings or careers page