Software/Technical Support Representative NEEDED URGENTLY

Responsibilities :

Basic Tech Support - Phone and Online Chat/Email
Answer Support phone calls, return missed calls, and transcribe voicemails
Answer messages in online chat
Respond to basic questions, assist with troubleshooting
Look up user account information
Make changes to user accounts
Log issues in writing and provide screen captures
Escalate issues as needed
Schedule appointments

Communication with teammates in US office and local office (TBD)
Chat via messenger and regular phone meetings

Maintain internal and external documentation
Common Help Questions & Responses
Administrative Procedures
Software User Help Articles

Basic Software Testing

Additional tasks as needed, and not limited to
Data entry, data checking
Conduct research and generate reports


Basic Requirements:

Must be able to work during US Office hours, M-F and occasionally weekends
(7am-5pm PT) / (2pm-12am GMT) / (10pm-8am PHT)
Fluent in verbal and written English, American accent preferred
Experience with customer service
Must have ability to:
read and listen carefully, and take appropriate next action
report information accurately
take feedback and implement changes rapidly
think critically about tasks and recommend improvements
build own tools and processes to increase efficiency


Other Requirements:

Reliable and fast internet connection for VOIP calls and screen-sharing
Environment free from distracting sounds
Minimal to no power outage in the area
Noise-cancelling headset and basic webcam
Power and internet back up in case of power interruptions

Software Experience (Preferred):

Intercom
RingCentral/Skype
Google Apps (Gmail, Calendar, Docs, Sheets, Slides, Forms)
Calendly
Asana/JIRA
Slack


Salary will be dependent on experience level

Job Type: Full-time

Job Location: Work from home, potential local office TBD


Salary will be dependent on experience level

For interested applicants, please do the following:

1. Upload your resume to Dropbox and generate a share link
2. Record a short clip (less than 1 min) of your voice telling us what you like to do when you're not working (Upload to Dropbox or record on Vocaroo and generate a share link)
3. Perform an Internet Speed Test online and generate a link to your result
4. Complete this Application Form: Upgrade to see actual info