Technical Support Representative (Non-voice) for an AI Tech Chatbot Start-Up

We're looking for a Full-Time Technical Support Representative (fully remote) who can help the current and new customers with tech issues they encounter. Next to communicating with our customers, you're working closely with 2 of our Customer Support Representatives from the Philippines. And 3 of our hardworking developers are located all over the world. This means you need to be capable of speaking and writing proper English. To provide the best Tech Support, we feel that you must be a master in our software; this means your job will also consist of software testing with the development team. Whenever the developers release a new feature, it will be your job to break it. This will help you understand the new feature and its limits, which can help when it comes to dealing with customers.

We'd love to see at least 3-5 years of experience (the more, the better) in Tech Support. The ideal candidate has knowledge of commonly used concepts, practices, and procedures for providing customer support for a tech-based company. The candidate must rely on instructions and pre-established guidelines to perform the job functions. Primary job functions do not typically require exercising independent judgment. The candidate typically reports to a supervisor or manager. The target is to ensure excellent customer service standards and maintain high customer satisfaction.

Some Tech Support Representative responsibilities and duties:

- Helping Customers solve their Tech-Related issues
- Helping Customer Support with understanding Tech-Related issues
- Working closely with Developers to test current and new features
- Come up with documentation ideas that can help customers troubleshoot and perform self-help
- Perform random VA tasks
- In your application, before you introduce yourself, please begin by writing a few sentences about your favorite beverage.

Examples of Tech Support Representative skills we'd like to see:

- Delivery service to end-users via chat and email
- You should be able to speak and write fluently in English.
- Amenable to work on a client-based schedule and weekends
- BPO experience is an advantage.
- Excellent problem-solving skills.
- Experience handling software and systems
- Able to jump right in and start working
- Curious and always looking to discover new ways to improve processes
- Quality over Quantity
- Keen to detail
- Proactive in checking tools/integrations/automation to prevent them from breaking
- Decisive and can act as the “Brain” in the business when making decisions
- Not afraid to raise new ideas to improve processes
- Someone with previous experience in technical support is a PLUS
- Can understand how systems work as a whole and how each task fits into the picture
- Able to work on shifting and/or rotating schedules (we have 24x7 operations)
- Evaluate and analyze the issues faced by end-users and provide appropriate troubleshooting and resolution steps
- Responsible for performing determination, resolving and closing the problem
- Able to route to the appropriate level of support if not possible to solve.
- Responding promptly to customer inquiries.
- Ability to communicate possible Tech Issues to Tech Support or the Development team.
- Acknowledging and resolving customer complaints.
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint
- Determining the cause of the problem
- Selecting and explaining the best solution to solve the problem
- Expediting correction or adjustment
- Following up to ensure resolution
- Recommend our products, collect customer information, and analyze customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming tickets and chats
- Ability to recognize and generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle complaints
- Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Resolve customer complaints via Messenger, Service Desk, email, or Screen Share
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Work with the entire team to ensure proper customer service is being delivered
- Resolve customer complaints via Messenger, Service Desk, email, or social media

A Plus:

- Proven tech support experience
- Track record of over-achieving quota
- Strong contact-handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- Adaptable in terms of working hours (US EST Time-zone preferred)

Customer service representative top skills & proficiencies:

- Customer Service
- Product Knowledge
- Quality Focused
- Documentation Skills
- Listening Skills
- Resolving Conflict
- Multitask
- Patience
- Positive Attitude
- Attention to Detail
- People-Oriented
- Analysis
- Problem Solving
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Computer Skills
- Accountability

Some tools you will work with:

- Social Media
- Messenger
- Google Sheets
- Slack
- JIRA Service Desk
- JIRA Knowledgebase
- Click-Up
- Facebook Pages
- Facebook Groups
- Zoom for Calls and Team Calls

You'll be working closely with a growing team of 10 people, including 2 hard-working people from the Philippines. I'm looking forward to seeing your application. We do a 45-minute team call on Wednesday to discuss planning and strategy and just hang out.

Your contact will be Bernadette, Head of Support. Please include a 2-minute self-introduction voice recording link as well as your resume link!