Remote Customer Service & Technical Support

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Job Title: Remote Customer Service & Technical Support (100% Work From Home)

Location: Remote from Mexico

Position Type: Full-time (Employee Contract)

Salary: $1,250 - 1,450 USD/month depending on experience

Schedule: 2 options: Tuesday to Saturday - 12:00pm to 8:00pm CST OR Sunday to Thursday - 12:00pm to 8:00pm CST

Job Overview:

Our client is a cloud-based, all-in-one white label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home. They currently have over 1,000 remote employees total throughout the world.

Responsibilities:

• Provide exceptional customer service, inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
• Use judgment within defined practices and procedures.
• Work directly with other support team members of all levels, as needed.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Be accessible and available to multiple customers.
• Establish priorities and communicate rationale and time frame clearly to customers.
• Suggest articles to the knowledge base to promote self-help for our customers.
• Be readily available with the camera on to assist customers via Zoom video calls and address their questions or concerns

Future Tasks

• Receive and record incident-related information over the phone, chat, email, and other) channels using a variety of tools, techniques, and procedures.
• Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues.
• Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to the company's software solution.
• Work directly with team members to resolve customer issues and request enhancements for our products.
• Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
• Participate in the testing of new product releases
• Resolve or recommend resolutions to customer problems.
• Other duties may be assigned and/or modified as business needs change.

Qualifications, Skills, and Key Competencies:

• 1 to 3 years’ experience in Customer Support role
• Experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevel
• Demonstrated ability to maintain self-control while defusing stressful customer situations.
• Fluent in English and Spanish - both spoken and written.
• Demonstrated verbal and written communication skills.
• Strong technical aptitude and troubleshooting skills
• Excellent customer service attitude.
• The ability to be a team player as well as work independently.
• Excellent note-taking skills.
• GoHighLevel CRM experience is good to have