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Customer Service Representative
Daxko
Birmingham$18–22Hybrid4mo ago
- Employment
- Full-time
About the role
- Serve as the first point of contact for customer questions through phone, chat, and email
- Help customers navigate our platform by explaining product features clearly and confidently
- Investigate and troubleshoot software issues, identifying root causes and guiding customers through solutions
- Reproduce reported issues and document details to support effective escalation when needed
- Share product tips, best practices, and training resources that help customers succeed long term
- Partner with product and engineering teams by identifying potential bugs or recurring technical challenges
- Maintain clear and accurate records of customer interactions and support cases
- Stay up to date on product updates, new features, and evolving support processes
- Meet team goals for response times, resolution quality, and customer satisfaction
- Contribute to team learning by sharing insights and growing as a product expert
- 2+ years in a customer-facing role (customer support, technical support, onboarding, hospitality, retail, or similar)
- Strong written and verbal communication skills
- Comfort learning and navigating new software systems
- A problem-solving mindset and willingness to investigate issues before escalating
- Ability to manage multiple conversations across phone, chat, and email
- Sound judgment around prioritization and escalation
- Ability to work an 8-hour shift between 7:00 AM – 7:00 PM CST (Monday–Friday)
- High school diploma or equivalent
- Bachelor’s degree
- Experience supporting a software product or troubleshooting technical issues
- Experience using CRM or support tools such as Salesforce, Zendesk, or similar platforms
- Curiosity about how software works and interest in becoming a product expert
Perks & benefits
- 401k
- Vision Insurance
- Paid Time Off
- Pension Matching
- Free Gym Membership
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