4 months ago
Job type: Other
Category: Customer Support
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We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. This is an entry-level position, but prior experience working with customers is a must. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.
SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.
You’re a superhero, but with a computer instead of a cape. You’ll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues
Participate in writing excellent help documentation—both for internal use and for our customers
Log tickets with the development team and escalate appropriately based on the impact of the issue
Become a SimpleTexting power user—before you can support others, you must know the product yourself
This Role Is For You If
You love to talk, actively listen, and build relationships
Multiple chats and calls happening at once doesn’t make you sweat
You thrive in fast-paced environments
You’re as comfortable hopping on the phone as you are writing super clear emails
Investigating issues when you don’t have enough info to resolve them is your idea of fun
Going above and beyond for customers gives you a warm and fuzzy feeling
You have no shame geeking out about business and technology
English is your primary language. Secondary languages are a plus.
At least 1 year of experience working with customers
You can translate technical ideas for non-technical audiences
Demonstrable critical thinking, communication, and creative problem-solving skills
Ability to learn new software platforms quickly
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.
Familiarity chat and CRM platforms
Bachelor’s degree, preferably in a related field of study
2+ years in customer support role
You’re welcome to join us at the office if you’re in Miami!
Compensation and Benefits
Above market compensation commensurate with your proven abilities
Unlimited flexible time off policy
We're looking for a new teammate in our profitable, independent, and bootstrapped company (24 people from 15 different countries), and give you the opportunity to be part of a fascinating journey. We are 100% remote, and with a flat organizational structure. We’ve seen incredible growth over the last 8 years, driven by a talented and versatile yet small team.
ABOUT THE ROLE
We're looking for a Customer Care Representative (f/m/x) full-time, part-time 80 hours/month or on a mini-job basis.
An ideal candidate for this position has excellent communication skills, is a natural learner, an out-of-the-box thinker, empathetic, technically-minded, and unflappable. To succeed in this role, you must be highly adaptive and be able to work in a fast-paced, highly interactive environment.
WE OFFER YOU
a great work-life balance - work from wherever you are on a flexible shift schedule
no bullshit - we are a fact- and engineering-driven company (including the founders)
to work on something important. A lot of businesses say they change lives, but we actually do it. We've helped millions of people find love and happiness.
a competitive salary
provide friendly and efficient customer support by handling front-line issues via Zendesk email. Our award-winning apps are used by millions of active users every day
troubleshoot customer problems in a systematic, solution based and customer focused manner
moderate user content like profile photos
investigate reported abuse and take appropriate action
work agile with a motivated and innovative small team (including us, the two founders)
work on a mostly flexible schedule, but some weekend availability is expected.
have a high level of written and spoken fluency in German and English
have an accurate spelling and grammar
are committed and able to work independently
have an eye for detail
are tech savvy with sound computer skills
are able to work from home with a fast internet connection
are self-motivated and energetic
If this profile matches your expertise, experience, and aspirations, we’d be delighted to receive your full application, including references, salary requirements, and possible starting date.
As part of the Success team, the Technical Support Specialist works directly with customers to assist them with troubleshooting issues, product and technical questions, and the setup and configuration of new sites.
As an expert in our products, the Technical Support Specialist guides customers through the project process as part of the post-member onboarding, setting expectations and milestones, showing customers how to use tools, and offering guidance on LexBlog’s blogging best practices.
As the face of our company, the Technical Support Specialist is a collaborative team player that takes initiative to do the right thing for our customers.
Respond to technical support requests through a ticketing system, live chat, and phone
Flag patterns or identify technical issues to proactively address as a team
Configure and set up new sites including migrating content, and configuring site settings per customer and product plan requirements
Organize projects for customers by driving milestones, and communicating expectations and next steps
You’re experienced with troubleshooting software or web tools with customers
You have previous experience in project management or customer service roles
You have experience with technical troubleshooting that uses an escalation framework
Excellent written and spoken communication: You need to be able to clearly guide customers through a solution or walk-through our products and features
You’re a self-learner who is flexible, curious, and willing to try new things
You’re a natural problem solver, you love a good challenge and can think quickly on your feet
You enjoy a dynamic, changing work environment and feel comfortable tackling a variety of tasks in a given day
You have previous experience in a technical support role
You have basic knowledge of HTML, CSS, Zendesk, Google Suite, or experience with WordPress site administration
You’re passionate about blogging, the web, and empowering professionals to publish
You’re motivated to learn new tools or skills and share those skills with others
LexBlog empowers lawyers to increase their visibility and accelerate business relationships through the Internet, primarily through blogging. With LexBlog’s help, legal professionals use their subject matter expertise to drive powerful Sales. The American Bar Association and other key industry organizations routinely cite LexBlog as the legal industry’s authority on social media marketing.
LexBlog has grown into the world’s largest collection of professional blogs with more than 22,000 authors providing a regularly updated flow of legal opinion and analysis.
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