Customer Support Representative bei MURAL

YOUR MISSION

As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals.

Your responsibilities will be:

• Manage and respond to customer requests
• Understand our customers and become their advocate
• Educate and instruct customers through email, chat, phone call and video
• Assist the Customer Experience team with managing their accounts as needed
• Collaborate with the Product team on how to improve the product
• Collaborate with Customer Success on education programs

As a successful candidate will be able to convey how exciting and innovative our software is. You will turn our current customer base into MURAL fanatics by showing how easy and fun it is to collaborate in design thinking with MURAL.

YOUR PROFILE

We are looking for dedicated individuals who can work independently in a fast-paced startup environment. The ideal candidate will have:

• Fluency in spoken and written English (additional languages are a plus)
• Willingness and passion for understanding, helping and teaching customers
• The curiosity to find new, better ways to solve problems
• A strong passion to help teams succeed, and empathy with users
• 2+ years experience in software customer support (ideally B2B)
• Experience troubleshooting and reporting bugs
• Experience tracking bugs with a QA and development team
• Great visual communication skills
• Remote working experience
• The ability to provide clear and concise guidance through emails, over the phone, video or in person
• Availability to work some weekend shifts
• The hours will be 1:00 pm - 9:00 pm Eastern Time (ET)

Ideally you have...

• Practical experience in creative disciplines such as design thinking
• Experience creating documents and content
• Knowledge of design thinking and/or other design and visual thinking techniques

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