Customer Support

JOB OVERVIEW
The qualified candidate will be responsible for supporting customers via the
phone,??email and our ticketing system. Support will include the technical configurations of
our platform through our web portal, answering questions about transactions that were
processed by our system and escalate complex requests or issues to our Tier II technical
team. Past customer support with technical online platforms is required. This is not a HOME BASED Job.  

RESPONSIBILITIES & DUTIES
Communicate directly with our customers over the phone, email and chat.
Single request resolutions.
Properly escalate complex requests or issues to our Tier II technical team.
Walk customers through configuration changes on the system or make those changes directly for the customer.
Give customers basic training of the system.
Track and Document all customer requests and tickets.
Supply weekly summary reports to the Communication Success Manager.
Report directly to the Communication Success Manager.

QUALIFICATIONS
College Graduate.
3+ Years of Customer Support Experience.
Excellent American English Verbal and Written skills.
Familiar with American Culture.
Worked on SaaS (Software as a Service) platforms before such as ticket systems, CRMs, Lead Trackers and so on.
Experience with Google Products such as, Docs and Sheets.
Basic understanding of different digital payments, such as Credit Cards, Crypto Currencies, Apple Pay and PayPal.
Basic understanding of what PoS (Point of Sales) and CRM (Customer Relationship Manager) systems are and ---------- T REQUIRED BUT BONUSES
Understanding of 1 or more of the following systems; Shopify, WordPress, WooCommerce, InfusionSoft, Zuora, NetSuite, ClickFunnels or Konnective.
Understanding of Payment Gateways such as; Stripe, BrainTree, NMI or ----------
Worked on HubSpot, FreshDesk and RingCentral before.

HOURS & LOCATION
This position will be full-time (40-hours a week),
Medical + Benefits
This is not a HOME BASED Job.