Customer Support Representative (Remote)

Rain Retail Software
Full Time
Houston, TX
Posted
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Job description

Ready to start your career at a growing SaaS Company?

Now is the time to join our team here at Rain, Located near Provo, Utah, Rain Retail is one of the fastest-growing cloud-based SaaS companies in Utah. We serve specialty retailers across multiple markets including ski, surf, music, scuba, and craft stores. We've been in business for 12 years and currently have a team of 65 people across various departments: such as sales, support, fulfillment, and development. Our employees enjoy the benefit of working in a small business atmosphere without the politics and headaches that come with a large corporation. We have 5 company values we live by: Happy, Honest, Humble, Hardworking and Heartfelt. We strive to represent these values in every interaction with customers and co-workers alike. Do you also live by the 5 H's? If so, you will love our company! We are looking for a Technical Support Representative to join our team! Learn more about Rain Retail: https://www.rainpos.com/

What can we offer you, you ask?

  • Opportunities for advancement within our organization.
  • Company activities such as Lagoon day, movie nights, and dinners!
  • A stocked kitchen waiting for you.
  • Employee Referral Program, earn money for referring your friends. (Who doesn't like more money?)
  • Paid Training
  • Multiple full-time work schedules are offered: (7am-4pm, 8am-5pm, or 9am-6pm M-F)
  • The ability to earn additional bonuses and incentives
  • The best company culture around! (We recently won a Top Place to Work Award in Utah)
  • Paid Time Off (8 days to start, up to 20 days)
  • Medical, Dental, Vision, Life Insurance Plans, and a 401k

I'm sure you're wondering what the job entails:

You will work with customers via phone, text, and email on a regular basis. You will be the system expert and train our customers to be experts themselves while using our system so it will fit all of their business needs. You will be an example of the 5 H's in every interaction and show them they are part of our Rain family!

We are looking for candidates based in Texas who are looking to work remotely.

About the Role:

As a Customer Support Representative of Rain, you must maintain customers' trust as a skilled technical representative. You will use troubleshooting and people skills to assure Rain customers of swift training and understanding of the system. You will also work with your team members to educate each other about the software, while independently keeping your own technical know-how up to date. Joining the Rain team is where you'll receive your training, get exposure to our software and practice your new skills. As the Customer Support Representative, you will have the responsibility of working with customers on how to use the Rain system while logging bugs and ensuring the best customer service.
After realizing that the Rain Team is for you, you'll see that advancement within CX or development, or any other department within Rain opens up for those that work hard. We always consider our internal employees that show an aptitude for any position within Rain. We're expanding rapidly and seeing a ton of growth. We're excited to meet with you and help you grow. While we want to help you grow, we do have various skills we look for when hiring. Let's get those out of the way so there are no surprises.

What you Will Do:


  • Answering incoming customer calls and emails to assist with technical issues and provide solutions to customers' questions and concerns.
  • Troubleshooting technical issues with customers and resolving them in a timely and efficient manner.
  • Educating customers on how to use the Rain system, its features, and its benefits to their business needs.
  • Logging bugs and issues in the system and working with the development team to ensure timely resolutions.
  • Maintaining a high level of customer satisfaction and promoting positive customer experiences.
  • Staying up-to-date with the latest product updates and enhancements to provide accurate and relevant information to customers.
  • Collaborating with team members to share knowledge and expertise to improve the overall customer experience.
  • Adhering to the company's 5 core values of Happy, Honest, Humble, Hardworking, and Heartfelt in every interaction with customers and co-workers.

What you bring:

  • Strong people skills and a knack for problem-solving
  • Ability to maintain composure and customer focus while troubleshooting and solving an issue
  • Ability and eagerness to genuinely help our customers
  • The ability to multi-task is a must
  • You must have an aptitude for acquiring skills and an eagerness to learn
  • You must have excellent time management skills and can make decisions quickly
  • You must have the drive to take ownership of the customer and see problems through to resolution

Job Type: Full-time

Location: Remote, must reside in Texas

Pay: $17.00 - $20.00 per hour

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