Customer Support Specialist (Entry Level)

About Ref

Ref is an innovative AI-powered talent intelligence platform, revolutionizing hiring and internal mobility for enterprises. Our mission is to create perfect matches between talent and opportunities, empowering both professionals and organizations to reach their full potential.

Role Overview

We are seeking enthusiastic and customer-oriented individuals to join our Customer Support team as Entry Level Customer Support Specialists. In this role, you will be the first point of contact for our valued customers, providing exceptional support and ensuring they get the most out of Ref's AI-driven talent solutions. This is an excellent opportunity for those looking to start their career in customer support within the exciting field of HR tech.

Responsibilities

• Respond to customer inquiries via multiple channels (email, chat, phone) in a timely and professional manner
• Troubleshoot and resolve basic technical issues related to the Ref platform
• Explain Ref's AI-powered features and functionalities to users, helping them understand and utilize the platform effectively
• Document customer interactions, issues, and resolutions in our ticketing system
• Identify and escalate complex issues to appropriate internal teams (e.g., engineering, product)
• Collect and organize customer feedback, sharing insights with relevant teams to improve our products and services
• Contribute to the development and maintenance of our knowledge base and FAQs
• Participate in regular training sessions to enhance product knowledge and support skills
• Assist in creating and updating user guides and tutorial content
• Collaborate with other support team members to ensure consistent and high-quality service

Requirements

• Bachelor's degree in Business, Communications, Psychology, or related field
• 0-2 years of experience in customer service or support roles (internships considered)
• Excellent communication skills, both verbal and written
• Strong problem-solving abilities and attention to detail
• Patience and empathy when dealing with frustrated customers
• Basic technical aptitude and willingness to learn about AI and HR technologies
• Proficiency with Microsoft Office suite and Google Workspace
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) is a plus
• Interest in HR technology, AI, and talent management
• Ability to work in a fast-paced environment and manage multiple priorities
• Enthusiasm for continuous learning and adapting to new technologies

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and company holidays
• Remote work environment
• Professional development opportunities
• Stock option plan
• Home office stipend