Data-savvy customer service representative
Better Reports is seeking a data-savvy customer support agent to provide world-class support for our rapidly growing SaaS app.
About Better Reports
Better Reports was founded in 2017.
We are a small team of highly effective individuals working across three continents.
Our product is a data analysis & reporting SaaS app, trusted by over 4,500 businesses.
We are on a mission to provide the best tool for analyzing data from popular apps and APIs.
Our app is currently available on Shopify, Stripe, and QuickBooks, and we are working hard to expand to other platforms.
About the Role
Job Type: Full-time, Remote
It is primarily a customer support role.
Most of your time will be spent reading and replying to email queries from customers through our helpdesk tool along with live chat support to select customers.
Common customer queries include:
- Requests to create custom reports and custom formulas
- Helping merchants schedule and set up reports in Google Sheets
- Investigating and explaining report results
- Requests about features, capabilities, pricing, refunds and general interface questions
- Record videos to demonstrate the functionality of the app that helps answer specific customer questions
On a less frequent basis, you may be required to:
- Write documentation about various features of the app
- Jump on phone/video calls with larger customers to educate and walk through various features (this is rare)
The role offers opportunities for growth as the company grows as well.
Required Skills
- We value highly effective individuals who are passionate about their work and possess the following skills:
- Analytical reading
- You’ll spend most of your time reading and replying to customer emails. You must be able to read a customer’s email and understand what they are asking, not simply what they are saying.
- Intelligible writing
- Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.
- Problem-solving
- Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.
- Love for data and numbers
- While you don’t need extensive experience with data tools, you must have a comfort and interest in working with data. Experience with Excel formulas or SQL is a plus, but not required.
Preferred Skills
- Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these tools will help you quickly adapt to our app.
- Experience in e-commerce, accounting, or finance. Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
- Ability to create engaging screencasts for documentation and tutorial purposes.