We're a SaaS company. We are starting to find we get 10-30 support requests per day and, although this might not sound like much, we take support SUPER seriously so like to be extra nice.
We use Help Scout and we're after someone to work for around 2 hours per day, once in the morning and once in the late afternoon. We are looking for someone to do Level 1 support. The basic process will be:
1. Log on, review all tickets.
2. Search our Knowledge Base for answers and politely respond to customers with a helpful link and hints where possible.
3. Where you don't know an answer, decide whether you can respond politely or not. Reassign the ticket to a particular team member based on the content.
4. Follow up the rest of our team if we are slow on tickets: own the help desk and make customers love you :)!