Casebook PBC · 1 month ago
Product Customer Support Agent II
United States
Full-time
Remote
Entry, Mid Level
$50K/yr - $62K/yr
2+ years expCasebook PBC is committed to empowering community well-being through adaptive technology. The Product Customer Support Agent II plays a key role in delivering personalized support to customers using the Casebook platform, ensuring they can effectively serve vulnerable populations.
CivicTechEnterprise ApplicationsEnterprise SoftwareGovTechNon ProfitSaaSSoftware
Responsibilities
Provide thoughtful, personalized communication to explain how our product works and help troubleshoot issues via chat, email, and virtual meetings (Zoom/Google Meet)
Effectively resolve customer inquiries in a considerate and timely manner while managing a fast-paced ticket queue
Investigate, replicate, and document customer issues clearly and concisely so that Product and Engineering can fully understand and resolve them
Identify when issues need to be escalated, and ensure escalation includes complete details (steps to reproduce, screenshots, system/browser details)
Document fixes, troubleshooting steps, and best practices in Confluence, contributing to both customer-facing knowledge base articles and internal documentation
Create and maintain reusable snippets of response copy to keep customer communication consistent and efficient
Build and deepen product knowledge by using the Casebook platform daily and staying current with new features and releases
Collaborate with teammates to share knowledge, contribute to team goals, and support continuous improvement in processes and customer experience
Qualification
Required
College degree or equivalent professional experience preferred
2+ years of experience in customer support
You care deeply, genuinely, and passionately about customer support and about the role it plays in making our customers and company successful. You are willing to apply special effort when you see a high-priority situation or customer that needs an escalated resolution
You have prior experience doing live customer support by chat and ticketing systems (like Hubspot and Zendesk), and you know how to do it well. You know that every bit of work you do makes a real difference in making a customer happy
You understand the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you have configured software and understand how setting and other variables can alter one customer's expected functionality from another
You know when something is over your head and are not afraid to ask for help
You are skilled at explaining technical problems succinctly and clearly
You are a naturally empathetic and articulate communicator
Strong organizational skills with the ability to manage multiple projects and priorities
Ability to work independently and as part of a team
Excellent communication skills, both verbal and written
Benefits
Equity
Benefits
Company
Casebook PBC
Casebook PBC is the developer of the patented, award-winning Casebook SaaS platform for Human Services.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$3M2018-12-01Pre Seed· $3M
2018-07-01Seed
Leadership Team
Tristan Louis
President and Chief Executive Officer
Brian Johnson
Chief Revenue Officer (CRO) and Cofounder
Recent News
2025-01-15
2024-05-20
2023-11-01
Company data provided by crunchbase