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<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> UTC -4</span>, <span class="listing-tag" id="time_zones"> UTC -3</span><br><br><div>We are looking for a professional, self-motivated and enthusiastic Customer support representative that meets our client's expectations and needs at the same time that they ensure customers have the best possible experience using our system. We are looking for someone that is tech-savvy and uses a friendly approach when interacting with customers.</div><div><strong><br>The Role<br></strong><br></div><ul><li>Professional handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly</li><li>Thoroughly and efficiently gather customer information, access and fulfil customer needs, and educate the customer to prevent the need for future contact.&nbsp;</li><li>Manage and prioritize multiple concerns</li><li>Organize workflow to meet customer timeframes</li><li>Record details of inquiries, comments, and complaints</li><li>Communicate and coordinate with internal departments (Development, sales and QA)</li><li>Handle issues in the best interest of both the customer and the company.</li><li>Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.&nbsp;</li><li>Demonstrates ownership to resolve challenging customer issues, escalating when necessary</li><li>Demonstrate conflict resolution and negotiation skills</li><li>Ability to determine customer needs and provide appropriate solution</li><li>Working closely with Support Team Leader to deliver the best customer solutions and resolutions in a fast-paced environment with support tickets and chats</li><li>Working closely with other regions to cross-support, communicate and sync</li></ul><div><strong><br>The Profile<br></strong><br></div><ul><li>+2 Years of Customer Support experience</li><li>Strong problem-solving, verbal, and written communication skills (English)</li><li>Analytic and problem-solving personality&nbsp;</li><li>Some experience with calls, online ticketing systems, and technical support 1st and 2nd line support.</li><li>Ability to work independently, but recognize when to escalate things to the management or the rest of the team.&nbsp;</li><li>Ability to communicate clearly and professionally, both verbally and in writing.</li><li>Has “thick skin” and is able to handle complaints and unpleasant customers.</li><li>Good comprehension skills - the ability to clearly understand and state the issues customers present.</li><li>Highly developed sense of integrity and commitment to customer satisfaction.</li><li>Demonstrated passion for excellence with respect to treating and caring for customers.</li><li>Excellent problem-solving and analytical skills</li><li>Aptitude for learning new technologies quickly&nbsp;</li><li>Strong detail orientation and communication/listening skills.</li><li>Fluently speak and write in English</li><li>Possess a strong work ethic and team player mentality.</li><li>Responsible and accountable</li><li>An amazing sense of humour and wants to be part of an in-house team</li></ul><div><strong><br>Computer knowledge/ skills:<br></strong><br></div><ul><li>Some experience working with technical products such as software</li><li>Ability to use a desktop computer system</li><li>Excellent typing skills</li><li>Some knowledge and experience with Ticketing systems, online chats, and email handling queries</li><li>Ability to successfully adapt to changes in the work environment</li><li>Tech-savvy, troubleshooting, diagnosis, and technical review</li><li>Custom integrations, API, IPs, and proxy experience/knowledge are a bonus</li></ul><div><strong><br>What we offer:<br></strong><br></div><ul><li>Competitive salary based on experience- $25K to $29K year</li><li>23 Paid holidays</li><li>Formal training programs</li><li>Career growth opportunities</li><li>Super fun and friendly team</li><li>US working 12 pm to 8 pm EST</li></ul>

Remote B2B Software Customer Support Representative

<strong>Time zones:</strong><span class="listing-tag" id="time_zones"> EST (UTC -5)</span>, <span class="listing-tag" id="time_zones"> CST (UTC -6)</span>, <span class="listing-tag" id="time_zones"> MST (UTC -7)</span>, <span class="listing-tag" id="time_zones"> PST (UTC -8)</span>, <span class="listing-tag" id="time_zones"> AKST (UTC -9)</span>, <span class="listing-tag" id="time_zones"> HST (UTC -10)</span>, <span class="listing-tag" id="time_zones"> AST (UTC -4)</span>, <span class="listing-tag" id="time_zones"> NST (UTC -3:30)</span><br><br><div><strong>Come Join Our Team!</strong><br><br></div><div>Assignr is a SaaS platform used by referee/umpire associations and sports leagues to manage, assign and pay sports officials.</div><div><br>We work with 40,000 referees and umpires worldwide, and provide easy-to-use tools to manage the schedule, assign officials to games, communicate, and pay officials across a multitude of sports.</div><div><br>We strive to provide outstanding support to our customers, and we are looking for a team member to help us out. Most of our customer support is provided via email, although we do provide some support by phone and via Zoom web conference.</div><div><br>As a member of the Assignr support team, you will:</div><ul><li>Respond to and handle tech support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions.</li><li>Develop the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials.</li><li>Answer incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how Assignr can improve the user experience.</li><li>Troubleshoot technical issues within the system and solve problems as they arise.</li></ul><div><strong>Requirements</strong></div><ul><li><strong>Autonomy: </strong>We’re looking for someone who can work independently with minimal guidance or oversight.</li><li><strong>Attention to Detail: </strong>You are thorough and accurate when reading, interpreting and performing tasks.</li><li><strong>Client Relations/Customer Service: </strong>You enjoy providing great service to our customers.</li><li><strong>Communication: </strong>You are fluent in English, and can effectively listen and share knowledge and information with others. You communicate effectively, both in written and oral forms, using proper spelling and grammar.</li><li><strong>Problem-Solving Skills: </strong>You use critical thinking skills to work through the details of a problem to reach a solution.</li><li><strong>Resourcefulness: </strong>You can creatively handle new situations or difficulties skillfully and promptly.</li><li><strong>Taking Initiative + Self-Driven: </strong>You can see an opportunity or need and act upon it without being asked or told. You like making things happen, rather than waiting for something to happen.</li></ul><div><strong>Working Hours</strong></div><ul><li>This is a part-time contract position. We expect the workload to be approximately 20 hours per week.</li><li>At least half of your work time should be scheduled within Eastern time working hours of 9am-5pm, Monday-Friday.&nbsp;</li><li>You must be located in the Pacific, Mountain, Central, or Eastern time zones.</li><li>This position is not eligible for work visa sponsorship.</li></ul><div><strong>Benefits</strong></div><ul><li>USD $25/hour</li><li>Flexible schedule</li><li>Fully remote position – you just need a laptop and reliable Internet access.</li></ul><div><strong>Required Education and Experience</strong></div><ul><li>Minimum formal education of high school diploma or GED.</li><li>Intermediate computer knowledge a must, including the use of web apps in general, and understanding web technology from an end-user’s perspective.</li><li>Ability to independently learn and implement new technologies quickly.</li></ul><div><strong>Preferred Education and Experience<br></strong><br></div><div>Previous experience handling technical support for a SaaS company is highly preferred.</div><div><br><strong>To Apply</strong></div><div><br>We will only accept applications through our <a href="https://www.assignr.com/jobs/apply">online job application form</a>. Applications will be reviewed on a rolling basis until the position is filled.&nbsp;<br><br></div><div>For questions, please contact us at jobs@assignr.com. No phone calls, please.</div>

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