Company Description:
Quick Base provides a cloud-based platform that empowers problem solvers to quickly turn ideas for better ways to work into apps that make their organizations more efficient. For nearly 20 years, people of all technical backgrounds have been using the Quick Base platform to create solutions that streamline processes, capture real-time data, and improve company operations while working in concert with existing IT systems. Based in Cambridge, MA and a former division of Intuit, Quick Base has a 6,000+ customer universe of app-enabled businesses that spans all industries and company sizes and includes more than half of the Fortune 100. Come join us as we grow!
About the team:
At Quick Base, we believe that exceptional employees are not only the key to our success, but also to our customers’ success. Our teams are small, diverse, nimble and highly empowered to drive Customer Support excellence. Each team owns its own commitments and outcomes. Our employees enjoy interesting challenges, learn fast, and strive to do the best work of their life.

Position Overview:

The Customer Chat Support Representative will be responsible for managing incoming technical support requests via our chat portal and assisting or directing customers to the appropriate resources as necessary.

Responsibilities:

• Provide first point of contact for technical issues and escalate via the appropriate channels
• Provide both in chat support as well as phone support as required for password, billing, and other issues
• Excellent problem-solving skills and the ability to learn the Quick Base product
• Provide basic problem resolution and solution guidance for customers
• Creatively solve problems with a bias toward innovation
• Understand, navigate and utilize our home-grown CRM to assist our large growing customer base

Qualifications:

• A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals
• Detail oriented, the ability to properly document and create customer call notes in a computer system using multiple screens of data
• Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via online chat, phone, and email
• Ability to manage multiple priorities within a fast-paced environment
• Previous experience in customer service, sales, or call center experience is helpful
• We are looking for folks that want to WOW and deliver for customers, work hard and have fun doing it
• High School Diploma or equivalent required, Associated Degree or higher preferred

Behavioral and Interpersonal:

• Strong organizational, analytical skills and problem-solving ability
• Self-starter and intellectually curious
• Exhibit deep customer empathy
• Natural ability to be transparent and open to feedback
• Sense of urgency, resourceful and never sacrificing quality
• Capacity to work in a high growth, fast-pace environment
• “Can do” attitude and intense desire to excel
• Collaborative, team player with high standards and ethics.