About the role

Customer Service Representative supporting clients using Vena's AI-powered financial planning platform. Resolving technical queries and enhancing customer experience through effective communication.

Responsibilities

Provide high-quality, timely, and professional support to customers via email, phone, and live chat
Serve as the primary point of contact for troubleshooting and resolving technical and product-related queries
Effectively diagnose, document, and manage customer issues using our internal ticketing systems
Develop a deep understanding of the Vena platform's features, including flexible modelling, real-time dashboards, and collaborative tools
Escalate complex technical issues to the appropriate internal teams while maintaining ownership of the customer communication
Contribute to the creation and maintenance of our knowledge base, including help articles, FAQs, and user guides
Gather and relay customer feedback to our product and development teams to help shape the future of our platform
Strive to exceed customer expectations and contribute to a culture of service excellence

Proven experience in a customer service or technical support role, preferably within a SaaS or technology-focused company
Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely
Strong problem-solving and analytical skills with a keen attention to detail
Demonstrated ability to manage multiple priorities in a fast-paced, remote working environment
A customer-centric mindset with a genuine passion for helping others succeed
Proficiency with help desk software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems
A high level of comfort with technology and the ability to learn new software quickly
Familiarity with financial or accounting principles would be considered a significant asset
Experience with Microsoft Excel and other Microsoft technologies is highly desirable