We need to add some more people into our email support system to assist users on the following:
1. How to use the software
2. Troubleshooting issues
3. Double check issues and if it's a bug must report it to our developers and keep an eye on it, updating user until issue is solved.
4. Keep building our Knowledge base portal by adding FAQ screenshots and videos.
You must talk and write fluent English.
You must type and handling tickets fast
You must make users feel you really CARE
You must be a team-player, organized and friendly to users.
You must have experience as a customer support for software.
You must be familiar with videos uploaded on YouTube/Vimeo/S3/Dropbox/Gdrive and more.
Apps/systems you'll be using:
a. Helpscout for handling tickets
b. aMember for checking user subscriptions/profiles
c. JVzoo for verifying/refunding purchases
d. Teamwork/Basecamp for reporting bugs to developers.
e. Jing for screen...