Job Description
Job Description
About Us:
Lighthouse Software Systems, LLC is a well-established company that has been providing a software application for over 20 years that assists substance abuse treatment providers. As we continue to grow, we’re looking for a dedicated and enthusiastic Customer Service Representative to join our support team and ensure our users are supported in utilizing our application.
Job Summary:
This is a work remote position. Our users reach out for assistance via chat, phone and email for help with our SaaS application. Our customers operate medical clinics, and we provide a system that helps these clinics meet state and federal rules. After training on our system, you will provide timely support via email, chat, and phone, helping users resolve technical and account-related issues while delivering an excellent customer experience. The hours are 6:00am EST to 2:00pm EST Monday through Friday.
Responsibilities:
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Respond promptly and professionally to customer inquiries through various channels (email, live chat, phone)
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Troubleshoot and resolve user issues, escalating to the technical team when needed
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Provide product guidance and best practices to help customers make the most of our software
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Maintain accurate records of customer interactions in our ticketing system
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Collaborate with internal teams (development, management) to share customer feedback and improve the user experience
Requirements:
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1–2 years of experience in customer service, preferably in a tech or SaaS environment
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Excellent written and verbal communication skills
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Tech-savvy and comfortable learning new software
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Experience with support tools to record customer interactions
What We Offer:
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Competitive salary and benefits package
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Remote work flexibility
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Opportunities for growth and advancement
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Supportive, collaborative, and diverse work culture