Customer Service Representative Mid

The Customer Service Representative supports customers during onboarding and throughout their use of LiveQuote. This role is responsible for handling incoming support requests, resolving Tier 1 issues, helping customers navigate the product, and ensuring inquiries are addressed promptly and professionally. The representative will document support activity and escalate more complex issues to the Account Management (AM) team or other appropriate teams as needed.

Key Responsibilities:

• Support new customer onboarding by helping customers get started with LiveQuote, answering questions, and addressing basic issues.
• Manage incoming support tickets related to LiveQuote functionality, customer inquiries, and service requests.
• Provide timely and effective resolutions to customer questions and Tier 1 support issues.
• Help customers navigate the platform and understand its basic features and workflows.
• Troubleshoot common product-related issues and identify when additional technical or account support is required.
• Escalate more complex issues to the Account Management team or appropriate technical team members.
• Document customer interactions, troubleshooting steps, resolutions, and outstanding issues in the designated support system.
• Track open tickets and follow up to ensure issues are resolved within expected response times.
• Maintain clear and professional communication with customers throughout the support process.
• Identify recurring customer questions or issues and share feedback to help improve support processes and the customer experience.

• Experience: At least 1 year of experience in customer service, technical support, help desk support, or a similar customer-facing role.
• English: Excellent written and verbal English proficiency. Must be able to communicate clearly, confidently, and professionally with customers.
• Strong customer service skills and a customer-first mindset.
• Ability to troubleshoot basic product and technical issues and follow established support procedures.
• Comfortable learning new software platforms and explaining product functionality to customers.
• Familiarity with ticketing systems such as Zendesk, Jira, or similar platforms.
• Strong documentation, organization, and follow-up skills.
• Ability to manage multiple customer inquiries and prioritize issues appropriately.
• Comfortable collaborating with Account Management and technical teams.
• Proactive, detail-oriented, and coachable, with good judgment about when to resolve an issue independently and when to escalate.