Customer Support Specialist (Entry Level)

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

Competitive salary

Health, dental, and vision insurance

401(k) with company match

Paid time off and sick leave

Remote-friendly work environment

Comprehensive customer support training program

Opportunities for career advancement within customer success and other departments

Access to cutting-edge AI and HR tech knowledge

Join Ref and start your career in customer support while contributing to the future of AI-powered talent management. You'll have the opportunity to develop valuable skills, work with innovative technology, and make a real difference in how organizations attract and retain top talent.