Time zones: EST (UTC -5)
***Our hours of operation (and the schedule for this position) are 9AM – 5PM Eastern time Monday – Friday
Job Overview: Primary customer support for our IF3 platform, is responsible for all aspects of responding to customer inquiries.
Responsibilities and Duties:
- Answer customer chat inquiries in the order received
- Check customer history / conversations to gain context
- Troubleshooting user issues
- Tagging new bugs for our Developers upon discovery during communications with the customer
- Adding customer, lead input, and/or churn information into our proprietary CRM
- Assist Billing / Operations with user management for customers with billing issues as needed
- Manage and update Intercom resolution bot
- Tag chats that need new/updated knowledge base articles
- Meet with Premium customers via Zoom calls when requested for white glove customer support
- Periodic action/projects/tasks as needed and /or assigned by the Operations Manager and providing assistance to team members upon request
- Internal employee training when required
- Daily and weekly meetings as assigned
Qualifications:
- Two years college education or equivalent experience.
- Typing 35-45 WPM, average to advanced written English skills, experience working with CRM or relational database, advanced technical processing skills
- Excellent problem-solving skills, troubleshooting mind, friendly and customer service oriented, open to feedback from others/coachable, highly professional.
- Punctuality and reliability are very important as well as trustworthy in a remote environment, easily adapt to changes
- Computer equipment – CORE I-3 at minimum processor, 8GB of Ram, 5-10Mbps download speed, backup connection of at least 3-5Mbps download speed, backup computer easily accessible. Working mic and speaker and/or headset and a webcam.
- Must work during the hours of 9AM – 5PM Eastern Time
Apply at the URL linked below with the information below to be considered:
- Your resume with cover letter
- Your salary history and/or requirements
- A link to a video (make sure it’s shareable) introducing yourself and telling us why you’re interested in the position and why you think you are a good fit. Please make the video no longer than 3 minutes long.
Apply info ->
To find out more about this job, please visit this link
