Mar 16, 2023

CUSTOMER HAPPINESS SPECIALIST, REMOTE | WORK FROM HOME

We are seeking a customer support representative who will assist in promptly, accurately, and effectively responding to live chat requests and help desk cases. Organise Webcam meetings with clients to guide them through and solve problems, Support current users' webinars, and weekly user demonstrations, onboard new users, and run onboarding sessions.

CUSTOMER HAPPINESS SPECIALIST, REMOTE | WORK FROM HOME | visajobshq.com

Your day-to-day activities will look something like this:

  • Answering help desk tickets and live chat in an accurate, effective, and timely manner

  • Meeting with customers via webcam to help navigate and resolve challenges

  • Support on webinars for current customers and weekly demos for potential users

  • Onboarding new customers and leading onboarding sessions

  • Field inbound calls from potential customers and leverage scheduled calls to convert trial users to paid users

  • Collaborate with your technical team on any tickets that require their input

  • Work with your General Manager, Technical Delivery Manager and fellow Customer Happiness Specialists to improve the customer experience

  • Track and report your success

  • Attend weekly team meetings

  • Other duties as assigned

Your Experience and Qualifications

  • 3+ years experience in online customer service

  • Desk hours require availability around 8am-5pm EST (approximately)

  • Ownership of Customer Success and Happiness

  • Experience using HelpScout and Jira

  • Previous experience supporting a software product

  • Previous experience in converting inquiries to paid users is a plus!

  • Self-starter, capable of working independently

  • Strong organization, multi-tasking, and time management skills

  • Strong analytical and critical thinking skills

  • Excellent and clear English communication skills, both written and verbal

  • Previous SaaS experience is a plus!

  • Ability to learn and then educate around new software applications quickly

  • Experience working in an entrepreneurial / startup environment

  • Experience working with remote teams.

  • Basic knowledge of HTML and CSS troubleshooting

Your Compensation

Compensation varies with experience and qualifications. This job is a full time remote / work from home position.

Background checks will be conducted on final candidates.

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