Customer Support Phone Specialist: M - F

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Requirements:

• 3+ years of experience as a Phone Support Agent (preferably in the tech industry)
• 2+ years of remote experience
• Talented at making customers feel comfortable and valued by using a warm, friendly tone and encouraging casual, natural conversation.
• Ability to establish trust with users by speaking confidently, showcasing expertise, and demonstrating the ability and willingness to resolve their concerns.
• Empathetic and able to show understanding of the user’s issue and convey compassion, especially when dealing with frustrated or upset users.
• Excellent written and verbal communication skills in English.
• High adaptability and positive attitude in a dynamic environment
• Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
• Excellent written and verbal communication skills in English
• Agents must provide their own computer (at least 8GB RAM)
• A second monitor is recommended but not required.
• Agents must provide their own stable internet (preferably wired and at least 50mbps)
• Noise-canceling headphones with a dedicated microphone

Responsibilities:

• Respond promptly and accurately to inbound user inquiries via phone.
• Use a screenshare tool as needed while supporting users.
• Proactively identify user needs and guide them through specific features and workflows.
• Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed.
• Collect and document user feedback, feature requests, and workarounds, and share insights to help improve the product.
• Adhere to company and department Standard Operating Procedures (SOPs).
• Take on special projects and tasks as assigned by Support Leadership.