Customer Support Representative

Cybage is looking for an experienced Customer Support Representative with hands-on experience with Studio Pro (SP).Studio Pro is a leading software that empowers dance studios with online registration, tuition calculation, payments, and a suite of tools to streamline operations. If you enjoy solving customer problems, love learning new systems, and want to work with a dynamic team supporting a world-class SaaS product, this role is for you! What you’ll do:Provide customer support through phone, chat, and email with a focus on empathy, ensuring that every interaction enhances the customer experience and contributes positively to customer satisfaction (CSAT)Troubleshoot software issues and guide users with both “how-do-I?” and “how-should-I?” inquiries and requestsCollaborate with Development and QA to effectively resolve customer issuesIdentify and analyse recurring problems and trends to share with the Development /Product teams, facilitating product improvements and enhancing overall customer experienceCreate and document FAQs and knowledge-based content.Record requirements and user stories for production issues and feature requests. Who you are:Enthusiastic about delivering phone-based customer support and committed to providing first-time resolutions (FTRs), takes great pleasure in resolving customer issues and ensuring a positive experience.Strong customer service and analytical skillsMandatory hands-on experience with Studio Pro (SP)Quick learner who can explain complex solutions to technical and non-technical audienceExcellent written & verbal communication skillsFlexible to work on weekendsExperience with SaaS or payments is a plusProficient in Microsoft Office Suite or related softwareProven track record of outstanding performance and achieving goalsSuccess-driven, works well in a team and enjoys a dynamic and changing environmentPassion for the dance, gymnastics, cheer, theatre, music/voice industries is an added advantage Why Cybage?100% RemoteCompetitive pay & benefitsGrowth-friendly culture with amazing work-life balanceInclusive, diverse, and supportive company environment