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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.

You can find out more about us here - https://www.betterreports.com and the current app for Shopify here: https://apps.shopify.com/betterreports

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 (HelpScout) 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 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.

Working Remotely

• You should be comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access.
• You must be a self-starter, proactive, and capable of working independently with minimal supervision.
• You should be available and online during working hours, as we frequently communicate via chat.
• Clear and frequent communication is essential, including regular updates on your progress, suggestions, issues, and questions.
• Your writing skills will be put into practice daily to communicate internally and externally.
• You will join our team as an independent contractor / sole proprietor and will be responsible for paying your own taxes.

What You Can Expect From Us

• Dedicated onboarding with screen-sharing sessions with team members.
• A supportive team with a transparent, public-by-default communication culture.
• Flexible work schedule with regular check-ins to track your progress.
• Fair compensation based on your skills and location.
• 25 days of paid leave annually.