We are looking for a Technical Support Representative to support our client base. He/She will work collaboratively with our Clients, and is responsible for effectively working through client issues/requests via phone or e-mail.
DUTIES AND RESPONSIBILITIES
Assist in customer acquisition and retention
Review and respond to inquiries and help requests in a professional, friendly and accurate manner
Probe and come up with logical questions, troubleshoot and determine an issue’s root cause and escalate as necessary to the Manager
Work to document the customer problem/request in detail
Ensure that all processes and procedures are completed, quality standards are met, and support tickets are executed within agreed upon time frames
Analyze user request patterns and communicate this analysis to other teams
Proactively identify and communicate support issues
Maintain accurate information and current status of cases daily
Demonstrate strong follow-through and consistently keep commitments to customers
Learn the company’s technology, policy & procedures, and tools to effectively provide quality customer service to our customers
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical competence (understand software, hardware, networks, etc)
Experience in a fast-paced startup environment a plus
Motivated, goal oriented, and persistent
High level of initiative and can work well in a team environment
Excellent written and verbal communication with clients and internal teams/departments
Strong attention to detail, critical thinking skills and ability to multi-task
Ability to make independent decisions and exercise good judgment
Plans and carries out responsibilities with minimal direction
Not oversensitive and can accept constructive criticism
Prior experience in marketing, customer/technical support and sales is a plus
MS Office and English proficiency
Call center experience and knowledge in VOIP and predictive dialer preferred
Working computer with high quality headset.
Wired internet connection is required on this job. Freelancers using WIFI and plug-it/internet stick do not need to apply.
This is an ongoing and a long-term work for the chosen candidate.
Work hours will be anytime in between 7AM to 7PM PST for 8 hours a day, depending on agreement.
Please submit a 60 second audio recording telling us the reasons on why you should be chosen for this position.
Please update your Upwork profile or send an updated resume (if needed) to help us evaluate if you are fit for the job.