Note: The job is a remote job and is open to candidates in USA. Daylite is a company focused on providing exceptional customer support for their software products. As a Customer Service & Support Specialist, you will assist customers with inquiries related to Daylite and Billings Pro, troubleshoot technical issues, and provide billing support through various communication channels.
Responsibilities
- 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
Skills
- 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
- 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
- Experience with Marketcircle Products: Daylite, Billings Pro
- Familiarity with Support Tools: HelpScout, TeamViewer
- Knowledge of Technical Tools: PSQL/SQLite, Graylog, Console, Terminal
- Experience with Internal Tools: Slack, Confluence
Benefits
- 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.
Company Overview
Daylite harnesses the familiar elegance of the Apple ecosystem to help you thrive from your first meeting through the final deliverable. It was founded in 1999, and is headquartered in Toronto, Ontario, CAN, with a workforce of 11-50 employees. Its website is https://marketcircle.com/.
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