Support Specialist, Contract
New
H
HandshakeCareer technology
Remote (USA); if working from home, you must be located in AZ, DC, CA, CO, CT, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI.Contract
Salary25 USD per hour
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Job Details
- Required Skills
- ZendeskCross-functional collaborationCustomer support
Requirements
- Learn technical tools and concepts quickly.
- Communicate complex topics in simple language through excellent verbal and written communication.
- Troubleshoot with limited information, attention to detail, and a clear plan of action.
- Maintain or exceed ticket and quality goals, with accountability for processes and metrics.
- Collaborate with teammates and other teams on ticket workflows and prioritization.
- Show empathy toward users and cross-functional partners.
- Provide a regular 40-hour-per-week schedule during business hours, Monday through Friday.
- Be based in the U.S. and not be a current student.
- If working from home, be located in one of the listed eligible states or DC.
- Complete a six-month contract, with possible extension or conversion based on fit and company needs.
Responsibilities
- Resolve customer questions, bugs, feedback, and general inquiries through email and phone support.
- Troubleshoot technical product issues, workflows, and custom reports.
- Use app demo environments, troubleshooting tools, the help center, team communication channels, and internal documentation to find answers.
- Maintain response times, resolution times, queue share, and customer support quality standards.
- Flex across support queues, including Trust and Safety and Handshake AI, as team needs shift.
- Manage issues between Customer Support, Customer Success, Product, and Engineering using internal tools.
- Share trends and learnings with Support, Success, and Product teams.
- Attend team meetings and complete administrative tasks, including emails, announcements, and training.
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