.This role is part of the MyWorksteam, one of our growing brands at saas.Group.MyWorks is a leading, top-rated integration solution between popular accounting tools and major ecommerce platforms, automating data flow to save time, reduce costs, and minimize errors. We're trusted and loved by thousands of accountants and ecommerce business owners around the world. We're a fully remote, closely-knit team.Profile OverviewYou will be working together with our current customer support team member as we support our existing users - primarily via email, and occasionally via chat or phone call. Our customer support activities include helping new users set up and begin to use our product; handling questions fromexisting users; troubleshooting occasional issues that users may encounter, and interacting occasionally with our product team as topics arise around new/upcoming features or bugs.Curiosity, initiative, and attention to detail are the key characteristics of a successful candidate!This role requires availability to work U.S. hours, specifically from 9 a.M. to 5 p.M. CT, to ensure seamless collaboration with our team and clients.Your immediate impact in the first 3-6 months will be:Become comfortable with MyWorks products and ecommerce/accounting industry knowledgeGradually assume ownership of some tickets, and continue to grow comfort level around more complex tickets/questionsBuilding comfort level with answering support questions for users in our live chatAssisting with reviewing, editing or creating documentation in our knowledgebaseBuilding troubleshooting skills as you work with our product/development team to troubleshoot various user questions or issuesYour responsibilitiesAssist new/existing users over ticket with questions/issues as they set up and use our softwareAssist existing users with support questions via chat within our productAssist our existing users to ensure our product is configured in a way that meets their needsAssisting in the management and growth of our product documentation/knowledgebaseWorking with our product/development team on product bugs or new features when neededIdentify trends in user questions/feedback and sharing feedback with our product/development team from user interactionsIdentify, triage and escalate critical support issues to the product/development team.What You bring to the tablePassion for helping SaaS product users successfully implement and use a productSelf-motivated with ability to accomplish quality work with minimal supervisionAbility to communicate professionally and diplomatically in a solution-oriented mannerInitiative and ability to work on projects from idea to completionResourcefulness, accountability, and enthusiasm for continuous learningAttention to detail and diligenceBringing great energy to our positive team cultureWhat's in it for YouUltimate flexibility: We're 100% remote. You can work from wherever you like, whenever you like