Note: The job is a remote job and is open to candidates in USA. EverCommerce is hiring a Customer Support Representative for Briostack software. The role provides customer service and technical assistance, troubleshoots software issues, manages support tickets, and collaborates with internal teams to resolve problems and improve the customer experience.
Responsibilities
- Respond to subscriber inquiries through email, chat, and phone while maintaining a professional, friendly, and helpful approach
- Investigate and resolve software issues involving scheduling, billing, payment processing, reporting, customer accounts, technician applications, notifications, and other features
- Create, document, prioritize, and manage support tickets using Zoho Desk and Jira, ensuring accurate information and timely follow-up
- Identify potential software bugs, reproduce reported issues, gather screenshots and supporting evidence, and escalate cases when necessary
- Provide step-by-step instructions to help understand Briostack features, settings, and best practices
- Review customer accounts, system configurations, transaction details, and reported behavior to determine the root cause of problems
- Communicate with Development, Product, Onboarding, and Customer Success teams to investigate complex issues and coordinate resolutions
- Maintain detailed ticket notes, document troubleshooting steps, and contribute to internal knowledge-base articles and support resources
- Keep customers informed of ticket progress, technical findings, available workarounds, and confirmed resolutions
- Identify recurring customer concerns, usability challenges, and feature requests to share with the appropriate internal teams
Skills
- Strong customer service and communication skills
- Excellent problem-solving, analytical, and troubleshooting abilities
- Ability to explain technical processes in simple, easy-to-understand language
- Strong attention to detail and organizational skills
- Ability to manage multiple support requests and prioritize urgent issues
- Comfortable navigating web-based software and learning new technical systems
- Ability to collaborate effectively with internal teams
- Patience, professionalism, and a customer-focused mindset
- You must be eligible to work without sponsorship to qualify for this position
- Experience working with support ticketing systems such as Zoho Desk or Jira is preferred
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
Company Overview