Seeking a Customer Support Advocate (Live Chat & Phone Support) to join our Team

Posted 2 months ago

We're on the hunt for individuals who thrive on delivering top-notch support, understand the nuances of tech, and are passionate about guiding our school clients. In this role, your voice becomes the solution, steering users like Teachers and Admins through SmartPass and ensuring they capitalize on all its features. If you're quick to grasp new tech and find joy in helping customers, you might be a good match.


* Answer and resolve customer inquiries over live chat, phone, and email with prompt and exceptional service.
* Effectively communicate our updates, known issues, and resolutions to customers clearly and concisely.
* Troubleshoot and fix technical hiccups faced by SmartPass users; when things get tricky, work in tandem with our Engineering team.
* Guide our users through SmartPass functionality, assisting them in optimizing its usage for their specific needs.
* Help our users tap into the full potential of SmartPass, tailoring functionalities to their unique requirements.
* Efficiently relay software updates, known hitches, and their solutions to our users.
* Use Hubspot to maintain detailed interaction logs. Also, gather customer insights to refine our software and services via Productboard.
* Create articles, guides, and videos for our knowledge base when necessary.


* Exclusive Commitment: To ensure focus and dedication, we require that you do not have any other active jobs or contracts with other clients or companies while working with us.
* Experience in tech support roles is crucial, especially if it's related to software. You should be adept at explaining complex technical details without jargon. Strong problem-solving skills to identify root causes and provide timely solutions to customer inquiries.
* Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a user-friendly manner, fancy words do not always transmit the proper message. Little to no accent is preferable.
* We value patient, and understanding interactions. We track performance, and we have benchmarks to meet.
* Your knack for identifying problems and devising timely solutions will be key.
* Proven ability to multitask and manage time efficiently in a fast-paced support environment. Independence is our style โ€“ no micromanaging. We are a team that does not believe in micromanagement, we expect to hire someone proactive, ambitious, and eager to learn and stay in a company for many years to come. If you read all the way here, put support-csm-sync on the cover letter.
* In our remote workspace, clear and frequent communication is essential. Whether it's a quick message or a formal update, we require team members to stay connected with colleagues and teammates.
* We have a set of workplace rules designed to ensure a smooth, respectful, and productive environment. Following these is non-negotiable.


Your assigned schedule will fall within the following options:
* 8am-5pm EST
* 9am-6pm EST

Office Location/On-Site Requirement:

Our office is located in Manila and we follow a hybrid work setup. We have a 1-week on-site requirement each month.

Our Culture:

At SmartPass, we're more than just coworkers; we're a tight-knit team that genuinely cares about one another's well-being. Each one of us is driven by a clear sense of purpose, fueled by goals that push us forward. We don't believe in micromanaging. Instead, we empower each member to take ownership, steer their course, and make a difference. In the ever-evolving landscape of our growth, some may see chaos, but we see opportunities. We thrive amidst challenges, turning them into stepping stones toward greater accomplishments.

Work, learn, and occasionally, meme it up! Our monthly meetings start with some meme fun, and then we dive into the nitty-gritty. Most of our clients are educators โ€“ which translates to respectful, positive interactions.


๐Ÿ’ฐ Competitive compensation
๐ŸŒด Generous PTO, Sick days, and Holidays
๐Ÿ“š Monthly book stipend
๐Ÿ–ฅ๏ธ Home Office Stipend
๐Ÿ‘• Swag stipend
๐Ÿผ Paid Parental Leave
๐Ÿ“ˆ Stock options
๐Ÿฅ HMO Benefit

  • More than 30 hrs/week
  • Expert
    Experience Level
  • $8.00

  • Remote Job
  • Ongoing project
    Project Type
  • Contract-to-hire
    This job has the potential to turn into a full time role
Skills and Expertise
Tech Support Services
Technical Support Phone Support
+ 1 more
Records Management Customer Service
+ 6 more
Activity on this job
  • Proposals:
    20 to 50
  • Last viewed by client:
    3 weeks ago
  • Interviewing:
  • Invites sent:
  • Unanswered invites:
About the client
Member since May 22, 2018
  • United States
    New York 9:09 PM
  • 41 jobs posted
    79% hire rate, 1 open job
  • $1.3M total spent
    54 hires, 10 active
  • $18.54 /hr avg hourly rate paid
    67,087 hours
  • Education
    Mid-sized company (10-99 people)

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