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Technical Support Agents (full-time, 100% Remote)
Posted: 03/23/2020
Position: Full Time
About This Job:
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 two (2) technical support agents 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. 
 
One support agent will need to work in the Pacific Standard Time - 9am to 6pm PST Monday to Friday.  The second support agent will work in Philippine Time - 9am to 6pm GMT+8, also Monday to Friday. Both positions are full time work. 
 
The ability to work a few hours on weekends is an advantage.
Roles & Responsibilities:
  • 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 regarding sales inquiries and technical issues.
  • Issuing refunds and processing payments.
  • Working with the customer success team to assist them in resolving customer issues. 
  • Updating our self-help documents so that customers and employees can attempt to fix problems themselves.
Requirements & Qualifications:
  • Has extensive experience in technical support, particularly in troubleshooting SaaS software solutions.
  • Has an affinity for helping customers and teaching them in a timely fashion with outstanding follow-through and problem-solving skills.
  • Has excellent written and spoken English.
  • Is resourceful, detail-oriented, and can work with minimal supervision. 
  • Is fully equipped for remote work with an excellent internet connection, a headset, and any ONE of the following devices: an iPhone, Android mobile phone, or iPad/tablet.
 
Experience in sales and customer success is a huge plus.
 
Being multilingual is a huge plus as well.
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.
 
THE APPLICATION PROCESS:
 
To apply, please submit these requirements:
1. Updated resume in PDF format
2. Cover letter with your answers to these questions:
a) Which timezone can you work  full time Monday to Friday  from 9 am to 6 pm? In Pacific Standard Time (PST) OR in Philippine timezone (GMT+8) ?
b) What is your expected monthly salary, in your local currency, for this full time job?
c). In a scale of 1-5 (5 is the highest), how fluent are you in English?
 
NOTE: Only those who submit the complete requirements above will be considered for screening.
 
ABOUT OUR COMPANY
Our vision is to be the most trusted time-tracking and productivity application for remote teams. We want to help companies know if their remote teams are working productively. 
 
We develop and market Time Doctor, a time-tracking and productivity tool. Our software is used by individuals and teams to track time spent on tasks and to monitor computer activity. Time Doctor can take screenshots while a person is working, monitor keyboard and mouse activity, and track website and application usage.
 
We have a team of more than 85 people working 100% remotely in 31 different countries.
 
Learn more about us here- 
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Skills Required:
Customer Service
Chat Support Level 5
Technical Support Level 5
Email Support Level 5
Customer Support Level 5