Customer Service Representative

Customer Service Representative

We are seeking a customer-focused and solution-oriented Customer Service Representative who is passionate about helping customers successfully use software platforms. In this role, you will serve as a key point of contact for customers, providing guidance, answering questions, and resolving issues as they navigate our products. The ideal candidate is naturally curious and enjoys learning how systems work. While a technical engineering background is not required, you should be comfortable exploring software, diagnosing issues, and identifying effective solutions. You will assist customers in understanding platform features, troubleshoot unexpected behaviors, and escalate more complex technical concerns to the appropriate internal teams when necessary.

As a Customer Service Representative, you will play an important role in shaping the customer experience by ensuring users can effectively leverage the tools they depend on each day. Your ability to communicate clearly, investigate issues thoughtfully, and provide timely support will contribute directly to customer success. This position requires close collaboration with cross-functional partners across support, product, and engineering teams. As you support customers, you will also continue to deepen your product knowledge and strengthen your technical expertise.

This role is based in our Birmingham, AL office, with an expectation of working onsite at least 3 days per week and flexibility to work up to 5 days per week in-office if needed.

What You'll Do

• 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

What You Bring Required

• 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 (MondayFriday)
• High school diploma or equivalent

Preferred

• 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

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values. We truly care for our team members, and this is reflected through our offices, benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:

• Flexible paid time off
• Affordable health, dental, and vision insurance options
• Monthly fitness reimbursement
• 401(k) matching
• New-Parent Paid Leave
• Casual work environments
• Hybrid & Remote work

All your information will be kept confidential according to EEO guidelines.