Customer Support Representative at Skynova - USA only / 100% remote
Skynova is a SaaS company providing a web based service to small American businesses. We are currently looking to hire 2 Customer Support Representatives to join our team. The job of the Support Representative is to help customers with any questions, problems or feedback they may have. You must be a great communicator, but most importantly, you need to love helping people!
Your day to day work will involve answering support tickets and following-up on customer issues. Stay at home parents (or others who must stay at home during employment e.g. due to mobility) are welcome to apply providing you can commit to an excellent response time and continual availability. Unfortunately we can't offer flextime because we need to cover certain hours detailed below. You need to have excellent written English, a friendly & helpful attitude, and excellent (basic) computer skills. At times, you'll be the only one covering your shift; however, there are periods of overlap with other support representatives. You'll have the support of 3 other CSR's who work together as a friendly, cohesive team. Due to the extensive training, we're specifically interested in candidates willing to stay with us for the long-term. Our current CSR's have been with us for several years because they love the friendly, dependable team, yet independent work environment at Skynova.
Positions available:
- 1) Mon - Fri 1:00pm - 9:00pm EST; 12:00pm - 8:00pm CST; 11:00am - 7:00pm MST; 10:00am - 6:00pm PST
- 2) M, T, W - 9:00am - 5:00pm & Sat & Sun 10:00am - 6:00pm EST
- 2) M, T, W - 8:00am - 4:00pm & Sat & Sun 9:00am - 5:00pm CST
- 2) M, T, W - 7:00am - 3:00pm & Sat & Sun 8:00am - 4:00pm MST
- 2) M, T, W - 6:00am - 2:00pm & Sat & Sun 7:00am - 3:00pm PST
To be clear, the above defines 2 positions.
Position 1 is for Monday thru Friday
Position 2 is for Mon - Weds., plus Sat & Sun. The person on the weekend shift is welcome to request a swap with any of their coworkers as needed.
Responsibilities:
- answer tickets that come in through Zendesk (email).
- provide phone support when requested by the customer.
- escalate tickets when you don't have the knowledge or tools to answer the ticket.
- report to the Support Team when there are any issues or recurring problems.
- collaborate with the support and QA team to improve our documentation and support policies.
- process chargebacks
Requirements:
- Customer support - 2 years experience minimum
- Education - Associates degree minimum
- Ability to use private wifi in secure workspace
- Excellent written and verbal communication skills in English.
- Experience with SaaS or web based services; Excellent computer skills.
- Automatically lending a hand when a co-worker is in need and asking for help when appropriate.
- You are able to start this job now.
Apply by sending your resume.
Please tell us which position you are interested in applying for and why you are interested in this job. You may attach an additional pdf or add it to your resume.
Applications without the above won't be considered.
Job Types: Full-time, Contract
Pay: From $28.50 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Shift:
Work setting:
Education:
Experience:
- Customer service: 2 years (Required)
Work Location: Remote