Role description
Customer Service Representative – Storage, Networking, Systems & Virtualization Solutions
StoneFly, Inc.Become a part of a global team working to revolutionize the enterprise storage and backup and disaster recovery experience
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Customer Service Representative – Storage, Networking, Systems & Virtualization Solutions
Location: Remote (Work Hours: 8 AM – 5 PM Pacific Time, USA)
Job Type: Full-time
Compensation: Competitive salary + Benefits
About the Role:
We are seeking a highly motivated and customer-oriented Customer Service Representative to join our growing team at StoneFly. This fully remote role follows Pacific Time Zone business hours. As the primary point of contact for customer interactions, you will handle inquiries, resolve issues, and collect valuable feedback to help enhance our products and services. The ideal candidate excels in a fast-paced environment, communicates clearly and empathetically, and is genuinely passionate about delivering outstanding customer experiences.
Key Responsibilities:
Customer Engagement & Communication:
– Serve as the first point of contact for StoneFly customers, ensuring a friendly and professional experience across all channels.
– Respond to inquiries via email, chat, social media, and other platforms in a timely and effective manner.
– Build strong relationships with clients by understanding their needs and consistently delivering solutions.
Issue Resolution & Support:
– Own and resolve customer issues by collaborating with internal teams including Technical Support and Engineering.
– Follow through on each case until complete resolution, ensuring full customer satisfaction.
Product Feedback & Insights:
– Gather feedback on product performance, user experience, and new feature requests.
– Share customer insights with Product, Sales, and Marketing teams to influence continuous improvement.
Customer Education:
– Help customers understand StoneFly’s product offerings and guide them in using solutions to their fullest potential.
– Provide best practices, tutorials, and resources to empower users and reduce support dependency.
Quality Assurance & Continuous Improvement:
– Monitor support interactions to ensure quality, consistency, and adherence to company standards.
– Stay up to date on our product ecosystem, tools, and evolving customer needs to enhance service effectiveness.
Cross-Functional Collaboration:
– Work closely with cross-functional teams to ensure a smooth flow of communication and problem resolution.
– Act as the voice of the customer within the organization to drive improvements in products and services.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience of supporting international customers in a similar customer service role.
- Excellent written and verbal communication skills in English.
- Strong customer-first mindset with the ability to remain calm and solution-focused under pressure.
- Familiarity with customer service tools, CRMs, and communication platforms.
- Excellent time management and organizational skills.
- High emotional intelligence, empathy, and listening skills.
- Comfortable working independently in a remote setup aligned with Pacific Time Zone.
What StoneFly Offers:
- Competitive salary with opportunities for professional growth and development.
- A fully remote work environment, providing flexibility while working Pacific Time hours.
- Comprehensive benefits package, including health and dental plans.
- Retirement plans depending on location.
- An opportunity to work with a talented and innovative team on cutting-edge technologies.
StoneFly has been at the forefront of the most advanced and lasting technologies such as iSCSI, fibre channel, object, scale out NAS, hyperconverged, HyperScale, and cloud.
This is your chance to join us as we continue our journey.