Work Remotely?: YES Job Role: SOFTWARE SUPPORT REPRESENTATIVE Job Type/Location: Full-time (home-based) Company: Brandboom (https://www.brandboom.com)
Work Hours and Schedule:
- 7:00AM – 4:00PM PT (11:00PM – 8:00AM PHT)
- 8:30AM – 5:30PM PT (12:30AM – 9:30AM PHT)
- 9:30AM – 6:30PM PT (1:30AM – 10:30 AM PHT)
NOTE: These are the current work shift schedules including your break time. You have the option to take an hour or 30 minutes for your break. Work Duration: Monday to Friday (No Weekends) Commission Based Only: NO Rate or Salary Range: (Hourly Rate) starting at $4 (will depend on experience level)
JOB RESPONSIBILITIES: I. Basic Tech Support - Phone and Online Chat/Email • Answer Support phone calls, return missed calls, and transcribe voicemails • Assist users via chat, email, phone, and screen share • Identify and assess customers’ needs • Respond to user’s questions and assist with troubleshooting • Lookup user account’s information and make changes to user accounts • Provide accurate and complete information (with screenshots, if possible) when logging issues in writing • Handle customer complaints and provide appropriate solutions and alternatives; provide follow ups to ensure resolution • Follow communication procedures, guidelines and escalate issues as needed • Schedule appointments
II. Communication with teammates in US and local office • Chat via Slack, phone or Zoom meetings
III. Maintain internal and external documentation • Common Help Questions & Responses • Administrative Procedures • Software User Help Articles
IV. Constantly develop product knowledge • Familiarize self with all existing documentation • Update all documentations with every platform update
V. Basic Software Testing
VI. Additional tasks as needed, and not limited to • Data entry, data checking • Conduct research and generate reports
BASIC REQUIREMENTS:
- (VERY) HIGH level of English proficiency • Fluent in verbal and written • strong reading comprehension • American or neutral accent preferred
- Long term commitment (2+ years desired)
- Must be able to work during US Office hours
- Experience with customer service
- Must have the ability to: • Multi-task, prioritize and manage time effectively • Report information accurately • Take feedback and implement changes rapidly • Think critically about tasks to execute independently and to recommend improvements • Build their own tools and processes to increase efficiency • Hold self-accountable, identify own errors, and require minimal supervision
OTHER REQUIREMENTS:
- Reliable and fast internet connection for VOIP calls and screen-sharing
- Environment free from distracting sounds
- Minimal to no power outage in the area
- Noise canceling headset and basic webcam
- Power and internet back up in case of power interruptions
TRAINING: • Training is ongoing, constantly developing knowledge of the product • Initial training and the trial period is paid and lasts 1 month • Proficiency with the product and responding to basic support questions can take more than 8 months
SOFTWARE EXPERIENCE (Preferred): • Hubspot • RingCentral/Skype/Zoom • Google Apps (Gmail, Calendar, Docs, Sheets, Slides, Forms) • Microsoft Excel • JIRA • Slack
If you have any questions, feel free to let us know.