As a Customer Service & Support Specialist at Marketcircle, you’ll be the go-to resource for our customers, providing front line support across live chat, email, phone, and remote screen sharing. You'll help small business owners and professionals get the most out of our macOS and iOS software by answering how-to questions, troubleshooting technical issues, and resolving billing-related concerns.
Your responsibilities will include:
- Assisting customers with how-to questions, helping them navigate and use Daylite and Billings Pro
- Troubleshooting technical issues related to Daylite and Billings Pro
- Providing billing and subscription support, answering questions about invoices, renewals, and payments.
- Handling customer inquiries through email, live chat, phone, and screen-sharing sessions.
- Logging and tracking customer issues with detailed documentation.
- Identifying patterns and escalating technical trends to our Quality Assurance and Engineering teams.
About You
You’re an Apple enthusiast with a strong technical mindset and a passion for helping people. You thrive in a customer-facing role, balancing patience and problem-solving while delivering an exceptional support experience. You also:
- Communicate with empathy— Whether it is over email, chat, or a call, you listen actively, understand customer frustrations, and respond with patience and kindness.
- Create a positive experience—whether a customer is asking a quick question or navigating a complex problem, you guide them with clarity, kindness, and confidence.
- Know macOS and iOS inside and out—you’re deeply familiar with Apple’s ecosystem and quickly adapt to new OS updates, features, and technologies.
- Take initiative to help—you don’t wait to be told what to do; you see an issue and step up to solve it.
- Understand business operations—you recognize the challenges small businesses face and can relate technology to real-world needs.
- Are adaptable and organized—you can balance shifting priorities while seamlessly moving between chat, email, and screen-sharing support.
- Love collaboration—you share ideas, improve processes, and contribute to a strong team culture.
Tools & Technologies You’ll Work With
- Marketcircle Products: Daylite, Billings Pro
- Support Tools: HelpScout, TeamViewer
- Technical Tools: PSQL/SQLite, Graylog, Console, Terminal
- Internal Tools: Slack, Confluence
What We Offer
Competitive Salary: $50,000-65,000 annually (commensurate with experience)
Flexible Work Arrangements: Fully Remote working
Health & Benefits Package: Comprehensive medical, dental, and vision coverage.
Professional Growth: Access to learning resources, training, and mentorship opportunities.
Vacation & Work-Life Balance: Generous paid time off and flexible scheduling.
A Team That Cares: Collaborative and supportive work culture where your ideas matter.
