Customer Support Representative
Customer Support Representative
Location: Remote, with Eastern Standard Time coverage preferred
Type: Full-Time
About Us
TogetherWork provides software solutions that help organizations manage their operations and better serve their communities.
Doubleknot is a SaaS platform supporting organizations such as museums, parks, and youth-serving nonprofits. Our customers rely on Doubleknot to support important operational activities, and our support team plays a key role in helping them navigate the platform successfully.
The Role
We're looking for a Customer Support Representative to join our Doubleknot team and deliver an exceptional customer experience.
In this role, you'll be a primary point of contact for customers, helping them navigate application questions, troubleshoot technical issues, and resolve challenges with confidence. You'll combine strong customer service skills with practical technical problem-solving to ensure customers feel heard, supported, and informed.
You'll also collaborate closely with our Engineering and Product teams to investigate more complex issues, communicate findings, and support timely resolutions.
The ideal candidate is patient, resourceful, detail-oriented, and comfortable learning new technology. You don't need to be an advanced technical expert, but you should enjoy investigating problems, taking ownership, and helping customers succeed.
What You’ll Do
Deliver friendly, professional customer support through phone and email, ensuring timely and accurate responses.
Troubleshoot Doubleknot application issues, including reporting, system functionality, integrations, and point-of-sale workflows.
Manage customer support cases from initial inquiry through resolution, providing consistent follow-up and clear communication.
Investigate reported issues, gather relevant information, and identify steps needed to reproduce technical problems.
Document troubleshooting findings and escalate issues through appropriate tools and processes, including Jira.
Partner with Engineering and Product teams to investigate product issues, test potential solutions, and communicate customer impact.
Prioritize customer inquiries based on urgency, business impact, and established support expectations.
Help customers understand product functionality and recommended troubleshooting steps.
Maintain accurate case notes, customer communications, and issue documentation.
Review existing support documentation for accuracy and contribute updates when needed.
Identify recurring customer challenges and share feedback that may improve the product or support experience.
Support customer satisfaction initiatives by demonstrating empathy, accountability, and a commitment to resolving issues.
Develop product expertise through training, hands-on troubleshooting, and collaboration with teammates.
What You’ll Bring
Bachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience.
3+ years of customer-facing SaaS technical support experience.
Experience in a customer-facing support role involving software applications, technical troubleshooting, or similar problem-solving responsibilities.
Ability to investigate customer issues, gather relevant information, and communicate findings clearly.
Strong customer service skills, with demonstrated patience, empathy, and professionalism.
Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers.
Strong organizational skills and the ability to manage multiple customer inquiries while maintaining accurate documentation.
A proactive approach to issue ownership, follow-up, and customer satisfaction.
Ability to collaborate with technical and nontechnical teams to resolve customer concerns.
Willingness to learn new systems, processes, and product functionality.
Bonus Points
Experience supporting SaaS applications or web-based software platforms.
Familiarity with Zendesk, Jira, or comparable ticketing and issue-tracking systems.
Experience documenting technical issues, including steps to reproduce application problems.