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Technical Support Agent - Pacific Time (full Time, 100% Remote)
Posted: 07/12/2019
Position: Full Time
About This Job:
JOB SUMMARY
If you love to take initiative with customer issues and want to own the customer experience, then this is the role for you.
 
We are looking for a Technical Support Agent to walk our customers through the process of achieving their goals with our software, whether their problem relates to a user error, a bug, or something else entirely.
 
You can work from anywhere in the world. But, you MUST be able to work full-time (Monday through Friday ) from 9 am to 6 pm (Pacific Time). The ability to work a few hours on weekends is an advantage.
 
We are looking for someone reliable who values punctuality, has a good work ethic, and is looking for a long-term position.
Roles & Responsibilities:
YOU WILL BE RESPONSIBLE FOR:
  • Maintaining high-quality customer service and professionalism at all times.
  • Dealing directly with customers and employees who have technical problems with our software, recommending and performing corrective actions.
  • Communicating with our developers to resolve technical concerns as well as working with our application update testers to verify and confirm quality.
  • Doing callbacks in regards to sales inquiries and technical issues.
  • Issuing refunds and processing payments.
  • Updating our self-help documents so that customers and employees can attempt to fix their problems themselves.
Requirements & Qualifications:
THE BEST MATCH FOR THIS JOB MUST HAVE / BE:
  • Extensive experience in technical support, particularly in troubleshooting SaaS software solutions.
  • An affinity for helping customers and teaching them in a timely fashion with outstanding follow through and problem-solving skills.
  • Excellent written and spoken English.
  • Eesourceful, detail-oriented, and can work with minimal supervision.
  • Fully equipped for remote work with an excellent internet connection, a headset, and any ONE of the following devices: iPhone, Android mobile phone, or iPad/tablet.
 
Experience in sales and customer success is a huge plus. You must also agree to use our time tracking software while at work.
 
This job is for a technical support agent / customer support.  It is a 100%-remote / telecommute / work-from-home / virtual position.
 
APPLICATION PROCESS:
To apply, send your CV and a cover letter containing your answers to these questions:
1. Why should we hire you for this job?
2. Since this is a long-term job, what is your expected monthly salary?
3. In a scale of 1-5 (5 being the highest), how good are you in spoken and written English ?
4. This job's work shift is 9am - 6am Pacific Time. How can you assure us you are able to work on this shift/timezone?
 
We shall only be answering applications which have submitted all these requirements.
Skills Required:
Customer Service
Chat Support Level 5
Technical Support Level 5
Phone Support Level 5
Email Support Level 5
Customer Support Level 5