Technical Support (Email/Chat/Phone/Video)

Please read the full job description before applying for this position. It is critical that the individual applying for the position is able to work hours that will be late night/early AM in the Philippines.

Our company is a thriving startup that needs a driven, hard working technical support representative.

This role would have you assisting customers via multiple channels. You will need to become deeply familiar with our software in order to guide customers to the appropriate answers to their questions. You should be able to both write and speak English fluently.

Core Responsibilities
- Monitor Freshdesk for incoming tickets from customers
- Any incoming tickets are to be tested/replicated to ensure that it is an actual issue that needs to be addressed by the development team.
- Review Freshdesk functionality to see if there are any automations or features that can help to assist customers with a faster resolution or communication.
- Monitor “Bugs” channel in Slack for incoming issues from internal team and create tickets accordingly after confirming the issue
- Review and Further Enhance the Help desk resources
- Repetitive questions should be addressed with a solution article in the Help desk resources
- Customer should be given a link to solution articles where applicable so that we can ensure that they are aware of the self-service resources available to them
- Each day, there should be a report compiled of the number of tickets related to bugs, feature requests, training, etc. This helps us determine overall customer satisfaction and to keep a close eye on issues that customers have reported that are not yet resolved.
- Develop strategies for improving processes and quality of service to our customers

Working Hours
Due to our customers being located in North America, we need to ensure that we are available to support them during working hours. The expectation for this role would be to cover the hours of 6AM to 3PM MST, Monday through Friday. It is critical that the appropriate candidate be available during these hours.