Technical Support Agent for US company

Full Time: 5am - 2pm Pacific Time OR 8am - 5pm PST

Daily Work Description:
- Day starts logging into FreshDesk to review new support requests received
- Candidate must be reachable via text message, email, and phone during the work hours

All customer inquiries and emails should generally be responded to within 5 minutes. Customer inquiries will arrive via Online Chat, Email, and sometimes phone. Speed and quality of response is very important.

We have a very good knowledge base available – there isn’t going to be a script for every client and depending on what the client asks, agent would want to send a specific reply with suggestions. Having technical support background is highly recommended. Technical support being familiarity with iOS, Android, Windows, Mac troubleshooting and Hardware (printer) setup.

While you will have access to “canned” materials and knowledge base, the only way to succeed in this position is to truly understand the concepts and modify the canned / solution base as needed for each client.

>>> To Apply <<<<

Please record and share a short video of you containing (you may upload to youtube, gdrive, dropbox, etc)

- Brief introduction - share any experience regarding your experience and work history
- Are you currently working graveyard shift in the Philippines?
- Why you believe you are a good fit for this position?

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Skill Sets Required:
- IT background or experience with troubleshooting IT is highly recommended
- Superb Customer Service Skills
- Technical Support Skills - Our users use Windows, Mac, Android, and iPhone (printer installation, basic troubleshooting, etc).
- Neutral English Accent - excellent writing and speaking skills
- Obsession with getting tasks done and “finishing” pending tasks
- Familiarity with U.S. culture and willing to go above and beyond to meet customers’ requests

Additional Notes:
- Must have access or be able to obtain high-speed reliable internet and have back up
- Must be fully responsible and find back up if unable to work on a particular day
- Reliability is very important
- Looking for agents who is generally happy, personable, interested in learning, and willing to find creative solutions. Must have obsession for getting back to customers and executive quickly and completing assigned tasks.

About company:
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Rollo has over 100K registered users.

Rollo Ship Manager and the Rollo Label Printer are simple, reliable and easy to use, saving shippers time and money.

Rollo Ship Manager lets users see, manage, and ship online orders from Amazon, eBay, Etsy, Shopify and other marketplaces. Shippers can schedule package pickups and automatically inform customers of the tracking number for their shipment. Rollo Label Printer is engineered for high-volume direct thermal label printing and is compatible with major shipping platforms including UPS, USPS, FedEx, and others.