Customer Support Phone Specialist: Various Shifts, Full time

3+ years of experience as a Phone Support Agent, including 2+ years in technical or product-related support Remote experience preferred, but not required 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) 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)

Respond promptly and accurately to inbound user inquiries via phone. Use a screenshare tool as needed while supporting users. Proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist. 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.