Customer Support Representative

- Global

You and ClickGUARD

First, let’s discover if you are a good cultural fit for our team 🙂

Who you are

You are a “get things done” person. You get satisfaction in helping others and love to be in the center of solving problems. You love asking “what is?” questions rather than “how do I?” questions. You go above and beyond for your colleagues and clients, as you consider them to be your partners. You love small teams, startup environments, and working remotely with a passion, and you are a great communicator.

Who we are

ClickGUARD is a SaaS startup operating in a domain where ad tech meets cybersecurity (you Should consider subscribing to our YouTube channel to find more out all about us).

Our platform helps Google Ads advertisers protect their investment and maximize their ROI by detecting and removing wasteful ad traffic from their advertising campaigns. We’ve built the absolute best solution for a significant problem for PPC advertisers and we need your help taking it to the next level of user experience.

Over the last 4 years, we’ve seen consistent growth, as we look to accelerate that growth by expanding our team, we’re looking for real go-getters who can live by our values and help us bring the best of us to our customers.

We're a fully remote company with a close-knit team that’s figured out how to onboard employees the right way and build an awesome team spirit even when spread out across the globe. So come take a look, and maybe join us.

About The Role

This is a full-time 100% remote engagement. You will be taking on the role of our (junior) support representative. This means you will be the first point of contact for many of our customers and partners.

Your main goal is customer success, as this is the primary way we define success at ClickGUARD. You are to be a voice of ClickGUARD to the outside world and a voice for our customers, leads, and partners to ClickGUARD. You would be committed to fighting for the most successful outcomes in the shortest possible time frames.

On a continuous basis, a customer support representative will:

  • Identify and assess individual customers’ needs in order to understand and document context
  • Build and maintain sustainable relationships and trust with users through open and proactive communication
  • Provide accurate, valid, and complete information to users by leveraging:
    • internal processes
    • internal and public product knowledge base
    • external (3rd party) methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within agreed time limits
  • Keep detailed and accurate records of customer interactions
  • Schedule and perform follow-up with customers, peers, and company stakeholders to ensure timely resolutions
  • Follow communication procedures, guidelines, and policies
  • Synchronize daily activities, notes, tasks and perform handoff with support team lead and peers
  • Communicate with stakeholders from different departments following agreed communication and handoff guidelines and processes
  • Provide accurate, valid, and complete information to stakeholders

What qualifies you for this role?

  • You’ve done this before and are comfortable with communicating with leads and existing customers
  • You’re a self-starter who is driven to exceed set targets.
  • You’re a team player fighting for the cause
  • You have excellent interpersonal and communication skills
  • You like to operate in a team that includes sharing best practices with others while also asking for help when needed.
  • Self-starter capable of working independently
  • Fluent in both written and spoken English language
  • Great Internet connection

Work Hours

ClickGUARD support works Monday through Saturday. We operate in three 8-hour shifts:

  • 8am - 4pm CET
  • 4pm - 12am CET
  • 11pm - 7am CET

We’re looking for someone who would perform in the 3rd shift (11 pm - 7 am CET)

ClickGUARD Support is not active on Sundays. Workload during Saturdays is significantly lower than during the working week. On Saturdays we expect our support to be responsive on chat.

Who You’ll Work with

You will report to Aleksandar Đorđević (Head of Customer Success) and Miloš Đekić (Head of Product & Operations).

What’s in it for you?

  • Paid Vacations, sick days and Holidays,
  • Unparalleled autonomy - We will rely on your proven expertise and execution to grow and move the needle and show us how the “magic” is done.
  • Performance Bonuses - We strongly believe in profit sharing, incentives, and rewards for meeting objectives
  • Fully remote - ZERO Commuting - We believe in the remote work philosophy of working from wherever you feel most comfortable, productive, and inspired. Whether that’s in your PJ’s with a cup of coffee in your home office or the sandy beaches of the Greek Islands.
  • Competitive Salary - range based on proven experience
  • Once a year all expenses paid company get-togethers

On-boarding

This is how we’d like you to start your adventure with us:

  • Get familiar with the service, the challenges we solve and the customers
  • On-board to the tools we us and meet the team
  • Get familiar with the support team and processes
  • Shadow our support team as they perform
  • Jump into it 🙂

How to apply

If all of the above got you interested and believe you would be a good fit for the role - we invite you to submit a formal application via the "APPLY.." button on this page.

All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic.

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