At Koneksa, we are focused on technology innovation – developing digital biomarkers and novel endpoints to improve clinical research and drug development. We help drug development organizations and research hospitals collecting data using wearable devices and other digital tools. We develop endpoints based on wearable and outcome data to support deployment of various digital measures, including but not limited to actigraphy devices, biopotentials, device-based functional assessments, and electronic questionnaires. 

Koneksa’s software platform is used to integrate, manage and analyze certain types of ‘real world’ data that are gathered from patients who participate in clinical studies. This includes data that can be reported by patients using a mobile device such as iphone, apple watch or gathered from other types of medical devices that can be used remotely to collect important data such as activity, sleep, lung function or vital signs.

Are you a night owl? Are you interested in playing a critical role to support our global studies? As Koneksa’s presence in global studies continues to grow, so does the need for international technical support for our clinical research sites and research coordinators. We are actively seeking to hire a Global Technical Support Specialist- Overnight. This individual will work alongside our talented Technology Support team members and play a critical role in ensuring success for our customers around the world. The ideal candidate will have 3+ years of relevant experience. A successful candidate will provide excellent customer support by fielding Help Desk requests, specifically from our International Clients, and configuring mobile devices used in clinical trials.  This job requires problems to be analyzed critically and creatively, and provide innovative solutions, while maintaining a focus on the tasks of the job at a steady and consistent pace. 

This role reports to the Director of Technology Support, and is required to perform activities during overnight hours (East Coast time zone evening hours required). 

Responsibilities

• Provide white-glove Level 1 Technical Support to our clinical research sites and research coordinators, specifically for our international studies

• Field calls and emails utilizing our customer support line and incident management tool

• Manage incoming tickets from clinical research sites

• Using our ticketing system; provide customer end to end technical support 

• Test / use all devices and technologies (hardware and software)

• 1 to 2 years of experience in a technical support role; open to experience in an internship program 

• Associate’s or Bachelor’s Degree preferred, or equivalent years experience

• Experience in external customer product technical support

• Experience supporting Saas platforms and device troubleshooting

• Knowledge of incident management tools and ticketing systems

• Detail oriented and organized

• Friendly and patient demeanor (willing to help no matter the situation)

• Strong presentation and communication skills

• Strong work ethic

• Strong attention to detail

• Self-motivating, able to work autonomously in a professional manner and within a team

• Willing to learn and sharpen your technology support skills in a growing company

Benefits

• Competitive salary
• Stock option scheme eligibility
• Comprehensive benefits package
• Employer 401(k) matching
• Choice of computer equipment

Koneksa Health, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Koneksa Health Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.

SquareTrade is looking to hire Remote Technical Support Representatives to join our team! If you enjoy helping customers resolve their computer and technical issues, have tech support/IT experience (especially in a call center environment), and world-class customer service skills, our team may be a great fit for you! 

Additionally, Support Representatives will have opportunities to provide, via phone and/or remote-desktop, technical and network problem resolution to customers by performing a question diagnosis while guiding customers through step-by-step solutions.  Solutions include, but are not limited to basic device support, assisting with navigating around application menus, verifying proper hardware and software set up, power cycle devices, troubleshooting account issues, connectivity issues, networking issues, providing adequate resolution or escalating issues to further tiers or manufacturers.  The focus of this specialized, technically-oriented position is on meeting and exceeding high standards of accuracy and quality based on established systems, technologies and guidelines.
 
What You'll Be Doing...

• Interact with customers via inbound/outbound calls, chat, and e-mail to provide end user support for Windows and Mac operating systems and applications, peripheral devices, home networking,  Internet of Things (IoT) connected devices: appliances, cameras, locks, hubs, etc. 
• Convey interest in each customer through courtesy, attentive listening, and a friendly and caring voice image - strong customer service abilities highly desirable! 
• Gather customer’s information and determine their need/issue by evaluating and analyzing the symptoms
• Research required information using all available resources
• Follow standard processes, procedures, and established workflows
• Follow up and make scheduled callbacks to customers where necessary
• Stay current with system information, changes and updates
   

You're Our Ideal Candidate If...

• You have a High School Diploma or equivalent
• Minimum 1 year of computer technical support or related experience required; previous call center experience desirable
• A nationally recognized certification or degree in the technology field such as CompTia/A+, Microsoft, etc, or willingness to certify within 6 months of employment.
• Bilingual fluency in both English and Spanish preferred but not required
• Qualified candidates will exhibit strong communication skills for remote support using connectivity tools as well as voice, chat, and email support 
• Must have a strong working knowledge of software and Windows/Mac operating systems and can provide general usage instructions to customers  
• Knowledge of IoT hubs, sensors, devices, and networking desired but not mandatory
• Knowledge of IoT network protocols such as Z-Wave, Zigbee, WiFi, and Bluetooth a plus
• Ability to communicate technical issues in a manner that non-technical customers can understand
• Take ownership for problems and follow through to resolution, escalating as necessary
• Ability to multitask and handle multiple customers from different clients simultaneously
• Ability to absorb product information and seamlessly apply procedural changes and updates 
• Must meet all performance requirements, receive coaching and apply feedback 
• Ability to perform the following over a period of up to 10 hours:
• Speak with and interact with customers over the phone
• Type on a keyboard and use a computer mouse
• Navigate multiple applications/systems simultaneously
• Maintain a sedentary role at a desk/standing desk
• Visual acuity and can utilize a computer monitor with multiple windows
• Ability to be flexible with schedule
• Highly motivated and independent, with a desire to learn!

Home Office Requirements 

• High Speed Internet access
• Quiet and private workspace
• Landline telephone service may be necessary based upon quality and/or latency concerns
• Individuals currently using VOIP (e.g. Bright house, Vonage, Magic Jack) as a service provider cannot be considered due to system incompatibility

Some of the benefits of working @Squaretrade include: 

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!
• Competitive salaries, Benefits (Medical, Dental, Vision), PTO, 401k matching
• Respect for your work-life balance
• A paid volunteer day to give back to the community

 The Team:  http://www.squaretrade.com/leadership  
 
SquareTrade is an Equal Opportunity Employer 

The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen. 

Harland Clarke is a leading provider of customer engagement solutions that help connect businesses and people how, when, and where it matters.  The company offers payment tools such as checks and cards; and marketing services such as deposit and loan acquisition programs, digital marketing, performance analytics and promotional products for businesses.  It deploys these solutions holistically, across print, phone, and digital channels, ensuring that the customers of its world-class client base enjoy a consistently superior experience.  Harland Clarke is a wholly owned subsidiary of Vericast (http://www.vericast.com).  For more information, visit www.harlandclarke.com or follow Harland Clarke on LinkedIn and on Twitter @HarlandClarke.

The Client Support Manager I coordinates the implementation and day-to-day execution of Harland Clarke Contact Center Services programs.  The Client Support Manager I serves as the primary point of contact for their clients on a daily basis, and as a liaison between the client and all supporting internal Harland Clarke resources. The Client Support Manager I is responsible for fostering a positive client-company relationship.

• Serves as the main point of contact for the client regarding project initiatives 
  • Serves as the owner and liaison for client projects by channeling all project-related communications with the client, outside vendors, internal team members and other company team members.
  • Schedules and leads meetings and conference calls with the client and team members to review project initiatives and communicate updates on the progress, opportunities and financial implications of activities.
  • Facilitates meetings with client and internal resources.  Hosts client onsite visits as applicable.  Conducts formal presentations.
  • Travel to client or company locations may be required. 

• Day-to-day execution of Contact Center Solutions programs 
  • Understands and supports the client program and project needs.
  • Responsible for program implementation and setup; client communications; reporting retrieval, analysis and distribution; lead submission as applicable for the client campaigns.
  • Ensures client satisfaction through oversight of service delivery and SLA attainment as applicable.
  • Ensures project success through the identification and implementation of process improvements as necessary.
  • Evaluates client requests against Project Work Orders to ensure contract adherence.
  • Manages and supports several programs independently and simultaneously while meeting all deadlines.

• Maintains documentation related to the client campaign 
  • Follows all processes for project management documentation to include, program set up, internal change notifications, ServiceNow requests, etc.
  • Maintains timely and accurate documentation in SharePoint and other online folders for all assigned projects.
  • Develops status reports for assigned projects and distribution to team members.
  • Develops written communications to inform team members of any changes in client requirements, project objectives and project roles.
  • Maintains client requests and approval documents on items such as change orders.

• Supports Marketing Services financial goals for monthly revenue and EBITDA targets 
  • Provides estimated revenue on a weekly basis for all projects supported for the CCS forecast, including variance justification.
  • Prepares monthly client billing for Accounting and supports accrual activities.
  • Submits monthly invoices to client as applicable.
  • Participates in CCS program profitability reviews.
  • Supports pursuit and deployment of additional programs or growth opportunities with clients.

Equipment / Software Utilized:

Personal computer utilizing a Microsoft Windows environment: Word, Excel, Power Point

Education & Knowledge Required

Requires a bachelor’s degree in business, marketing, communications or a related field, or requires knowledge, skill and mental development equivalent to the completion of four years of college, with courses in business and/or marketing.

Experience / Skills / Abilities Required

• Entry level contact center or direct marketing account management experience or any equivalent combination of training and experience.
• Mainly working on smaller accounts.
• Requires the ability to plan and prioritize projects and to manage them from conception to conclusion, including identifying and resolving problems to ensure project accuracy and timelines.
• Requires the ability to develop and maintain strong working relationships with both the client and internal team members.
• Requires strong problem solving and negotiation skills.
• Requires the ability to express ideas clearly both verbally and in writing.
• Requires strong presentation skills.
• Requires the ability to carry out duties and responsibilities in an organized and detail-oriented manner.
• Requires the ability to be self-motivated towards the achievement of established timelines and goals.
• Requires the ability to complete assigned tasks in accordance with set deadlines.
• Requires the ability to work within a team environment.
• Requires the ability to maintain confidentiality while working closely with the client regarding all aspects of a campaign.
• Requires the ability to monitor expenses and work within a defined budget.
• Requires the ability to travel.
• May require working knowledge of direct marketing and demand generation principles and practices.

Supervisory Responsibility

None

Communication & Contacts Required

This individual has contact with current clients, potential clients and external vendors at various levels including Contact Center and Marketing Executive, Vice President, CEO, COO.  This individual also has contact with other client support team members, business development executives, and other Harland Clarke employees at various levels, including but not limited to: Marketing Services processes: Client Strategy, Analytics and Business Intelligence, Operations, Project Services, CCS Operations, IT.

WHAT'S IN IT FOR YOU?
Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K matching and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

WHO WE ARE: 
Vericast business, is the leader in marketing technology and consumer engagement. We work with over 60,000 companies and brands in a wide array of industries, partnering to anticipate consumer intent, inspire action, and create demand. NCH Marketing Services, Inc. and Clipper Magazine are Valassis subsidiaries is its consumer brand. Its signature Have You Seen Me?® program delivers hope to missing children and their families. Follow Vericast on LinkedIn, Instagram, Facebook and Twitter.

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients and our community. Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Vericast will provide reasonable accommodations for qualified individuals with disabilities by contacting us at: [email protected]. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

#LI-NH1

At HomeValet we're building a team to revolutionize the e-commerce delivery experience. As part of our team, you'll have the opportunity to help build a product and platform that will be used daily by millions of consumers in the US and across the world. Our platform provides contactless home delivery of groceries, packages, and medicine, connecting online retailers and couriers with a secure, temperature-controlled Smart Box outside of consumers' homes.

HomeValet is a remote-first company with offices in Tysons Corner, VA, Minneapolis, MN, and Evansville, IN.

As an early member of the HomeValet Customer Support team, you’ll work closely with the product, software, hardware, and experience teams to resolve customer issues, identify potential product enhancements, and deliver a best-in-class support experience to our customers.

We’re looking for someone who is an empathetic, thoughtful communicator. You genuinely care about customers and know that good support is more than just grinding through the ticket queue. Whether you’re educating on a product feature or gathering information to research a potential bug, your focus on the customer always shines through.

In addition to being customer-centric, the ideal candidate is also tech-savvy and curious. The answer to a customer issue may not always be obvious. Still, you enjoy identifying patterns, learning about our technology, and working cross-functionally to get to the bottom of every case.

As a remote-first company, we expect HomeValet employees to be self-motivated and take the initiative when we see something that needs doing. We also all wear a lot of hats. If there’s something you’re good at or passionate about, we’ll find a way for you to be able to do it.

It’s important that as the company and team continue to grow, you grow along with us.

Job Responsibilities

• Provide friendly, personable responses to customer contacts via phone, chat, and email

• Capture customer feedback, troubleshoot technical issues, and track resolutions in Zendesk

• Assist in creating internal and external documentation

• Become a subject matter expert in HomeValet products and services

• Champion the “voice of the customer” by surfacing areas for product growth to the broader team

Must Haves

• 2+ years of Customer Support experience

• Excellent communication skills (both written and verbal)

• Comfort working in a fast-paced, startup environment

• Availability during West Coast business hours (9 am -5 pm, Pacific)

• A stable, high-speed home internet connection

• A quiet space where you can take customer calls

Pluses

• Proficiency in providing synchronous support via phone and live chat

• Previous experience supporting consumer electronics products, IoT devices, etc.

• Familiarity with tools such as Zendesk, Jira/Confluence, Shopify, GSuite, and Slack

HomeValet offers a competitive employee compensation and benefits package that includes base salary, medical, dental, and vision insurance, life insurance, 401k program, and starts employees with 20 days of PTO.

HomeValet is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, or protected veteran status.

You must be authorized to work in the United States.

At HomeValet we're building a team to revolutionize the e-commerce delivery experience. As part of our team, you'll have the opportunity to help build a product and platform that will be used daily by millions of consumers in the US and across the world. Our platform provides contactless home delivery of groceries, packages, and medicine, connecting online retailers and couriers with a secure, temperature-controlled Smart Box outside of consumers' homes.

HomeValet is a remote-first company with offices in Tysons Corner, VA, Minneapolis, MN, and Evansville, IN.

As an early member of the HomeValet Customer Support team, you’ll work closely with the product, software, hardware, and experience teams to resolve customer issues, identify potential product enhancements, and deliver a best-in-class support experience to our customers.

We’re looking for someone who is an empathetic, thoughtful communicator. You genuinely care about customers and know that good support is more than just grinding through the ticket queue. Whether you’re educating on a product feature or gathering information to research a potential bug, your focus on the customer always shines through.

In addition to being customer-centric, the ideal candidate is also tech-savvy and curious. The answer to a customer issue may not always be obvious. Still, you enjoy identifying patterns, learning about our technology, and working cross-functionally to get to the bottom of every case.

As a remote-first company, we expect HomeValet employees to be self-motivated and take the initiative when we see something that needs doing. We also all wear a lot of hats. If there’s something you’re good at or passionate about, we’ll find a way for you to be able to do it.

It’s important that as the company and team continue to grow, you grow along with us.

Job Responsibilities

• Provide friendly, personable responses to customer contacts via phone, chat, and email

• Capture customer feedback, troubleshoot technical issues, and track resolutions in Zendesk

• Assist in creating internal and external documentation

• Become a subject matter expert in HomeValet products and services

• Champion the “voice of the customer” by surfacing areas for product growth to the broader team

Must Haves

• 2+ years of Customer Support experience

• Excellent communication skills (both written and verbal)

• Comfort working in a fast-paced, startup environment

• Availability during West Coast business hours (9 am -5 pm, Pacific)

• A stable, high-speed home internet connection

• A quiet space where you can take customer calls

Pluses

• Proficiency in providing synchronous support via phone and live chat

• Previous experience supporting consumer electronics products, IoT devices, etc.

• Familiarity with tools such as Zendesk, Jira/Confluence, Shopify, GSuite, and Slack

HomeValet offers a competitive employee compensation and benefits package that includes base salary, medical, dental, and vision insurance, life insurance, 401k program, and starts employees with 20 days of PTO.

HomeValet is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, or protected veteran status.

You must be authorized to work in the United States.

If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their aphasia journey.

The Customer Support Associate provides technical support for all Lingraphica products. This position serves as the main point of contact for our customers and internal employees when product issues arise. The Customer Support Associate is responsible for troubleshooting, identifying, and resolving issues or concerns to ensure our products are functioning properly for our customers. The Customer Support Associate provides end-user training on basic functionality of the speech-generating device product to patients and their caregivers who are device owners. This position is responsible for providing exceptional customer service in a timely manner. 

Essential Duties & Responsibilities: 

• Identify and provide a resolution for product issues our customers are experiencing 
• Maintain an expert knowledge of our devices, web programs, and mobile applications 
• Provide support from multiple sources including calls, online chats, scheduled appointments, emails, and internal customer requests 
• Proactively follow up with customers to ensure their concerns are resolved 
• Create and manage call schedules for customers who require appointments 
• Document pertinent information of all calls and points of contact in our ticketing system 
• Stay current with product developments, bugs and fixes, and other important changes to our products 
• Act as a resource and provide technical support to Lingraphica internal customers when needed 
• Understand and feel comfortable with remote support tools and technology 
• Deliver scheduled training to new device owners 

Other Duties & Responsibilities: 

• Coordinate with Fulfillment team for shipping requests and device repair updates when necessary
• Collect and report on key metrics within the Customer Experience team

Skills & Competencies: 

Technical Competencies:  

• Hardware equipment and software (OS/Application) knowledge and computer literacy; Android, iOS, and Windows OS application support experience including navigation, installation, and troubleshooting   
• A team mentality and willingness to support and help other members of the Customer Experience team 
• The ability to assist individuals who may have limited or no technology understanding or experience 
• Creative problem-solving mindset  
• Self-motivated and directed  

Customer Service Competencies:  

• Customer focus and active listening; maintain a calm and professional demeanor when dealing with customers
• Patience in all transactions and communications; a determination to support individuals with communication difficulties
• Ability to assist individuals who have aphasia and other speech/language challenges
• Positive professional attitude 
• Empathy and compassion
• Understanding and solving problems 
• Enthusiasm for continual learning 
• Attention to details and quality 
• Accountability and commitment 
• Emotional intelligence 
• Conflict resolution 

Education & Certifications: 

• High School Diploma, required; Associates or Bachelor’s Degree; preferred 

Required Experience: 

• 3-5 years of experience working with end users in a technical support role or related experience 

Preferred Experience: 

• Proficiency with HubSpot and Microsoft Excel/Word 
• Engaging customers via an online chat tool 
• Work experience within a healthcare environment  
• Bilingual – Spanish

Job Type: 

• Full-time, Monday-Friday
• The ability to work remotely with occasional evening hours and flexible scheduling to accommodate customers in different time zones 

Travel Requirements (on-hold due to COVID)

Travel to home office for annual company meetings and other events approximately 2-4 times per year.

Work Environment & Physical Demands

In office: Work environment is that of a typical office environment. Noise level is low to moderate.

Remote: Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access.

Must be able to operate a computer with or without a reasonable accommodation.

Accommodations: To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To learn more about Lingraphica, visit: www.lingraphica.com!

If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their aphasia journey.

The Customer Support Associate provides technical support for all Lingraphica products. This position serves as the main point of contact for our customers and internal employees when product issues arise. The Customer Support Associate is responsible for troubleshooting, identifying, and resolving issues or concerns to ensure our products are functioning properly for our customers. The Customer Support Associate provides end-user training on basic functionality of the speech-generating device product to patients and their caregivers who are device owners. This position is responsible for providing exceptional customer service in a timely manner. 

Essential Duties & Responsibilities: 

• Identify and provide a resolution for product issues our customers are experiencing 
• Maintain an expert knowledge of our devices, web programs, and mobile applications 
• Provide support from multiple sources including calls, online chats, scheduled appointments, emails, and internal customer requests 
• Proactively follow up with customers to ensure their concerns are resolved 
• Create and manage call schedules for customers who require appointments 
• Document pertinent information of all calls and points of contact in our ticketing system 
• Stay current with product developments, bugs and fixes, and other important changes to our products 
• Act as a resource and provide technical support to Lingraphica internal customers when needed 
• Understand and feel comfortable with remote support tools and technology 
• Deliver scheduled training to new device owners 

Other Duties & Responsibilities: 

• Coordinate with Fulfillment team for shipping requests and device repair updates when necessary
• Collect and report on key metrics within the Customer Experience team

Skills & Competencies: 

Technical Competencies:  

• Hardware equipment and software (OS/Application) knowledge and computer literacy; Android, iOS, and Windows OS application support experience including navigation, installation, and troubleshooting   
• A team mentality and willingness to support and help other members of the Customer Experience team 
• The ability to assist individuals who may have limited or no technology understanding or experience 
• Creative problem-solving mindset  
• Self-motivated and directed  

Customer Service Competencies:  

• Customer focus and active listening; maintain a calm and professional demeanor when dealing with customers
• Patience in all transactions and communications; a determination to support individuals with communication difficulties
• Ability to assist individuals who have aphasia and other speech/language challenges
• Positive professional attitude 
• Empathy and compassion
• Understanding and solving problems 
• Enthusiasm for continual learning 
• Attention to details and quality 
• Accountability and commitment 
• Emotional intelligence 
• Conflict resolution 

Education & Certifications: 

• High School Diploma, required; Associates or Bachelor’s Degree; preferred 

Required Experience: 

• 3-5 years of experience working with end users in a technical support role or related experience 

Preferred Experience: 

• Proficiency with HubSpot and Microsoft Excel/Word 
• Engaging customers via an online chat tool 
• Work experience within a healthcare environment  
• Bilingual – Spanish

Job Type: 

• Full-time, Monday-Friday
• The ability to work remotely with occasional evening hours and flexible scheduling to accommodate customers in different time zones 

Travel Requirements (on-hold due to COVID)

Travel to home office for annual company meetings and other events approximately 2-4 times per year.

Work Environment & Physical Demands

In office: Work environment is that of a typical office environment. Noise level is low to moderate.

Remote: Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access.

Must be able to operate a computer with or without a reasonable accommodation.

Accommodations: To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To learn more about Lingraphica, visit: www.lingraphica.com!

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

We are currently looking for a Customer Support Representative to join a fast-growing team on its mission to drive success, growth, and excellence for companies that have turned to the new way of hiring. This is an opportunity to join and become an integral part of a high-growth software company well on its way to changing an entire industry.

You will be instrumental in driving the overall success of SmartRecruiters and ensure more people continue to be wowed and fall in love with SmartRecruiters' hiring success methodology. 

This is a standard hours role working Monday through Friday from 9 am to 5 pm out of our Krakow office. 

What you’ll deliver: 

• Interact every day with SmartRecruiters customers to answer questions, resolve issues, educate, and help them succeed.

• Provide exceptional customer support for our global clients.

• Educate and advise customers on standards, tips, and solutions on using SmartRecruiters.

• Drive high levels of customer satisfaction.

• Identify, test, and call out technical issues.

• Collaborate closely with all parts of the organization, including product management, engineering, and professional services teams to contribute and execute our strategy to make customers successful.

• Get involved and lead various projects in the support and services domain.

• Be an ambassador for SmartRecruiters and its culture.

• Bachelor's degree or at least 2 years relevant work experience

• Ability to interact and communicate professionally and confidently with a diverse customer base.

• Customer support/call center experience, preferably in the Enterprise SAAS space.

• Excellent computer skills; must have a high degree of accuracy in both spelling and grammar.

• Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations.

• A passion for technology and a drive to change the world.

• Positive, energetic, with a can-do attitude.

• Excellent English skills a must

• Fluent French and/or German a plus

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

At Literati, we believe in the power of great books. We’re on a mission to curate transformative literary experiences for every reader: anyone who dreams, anyone who wonders, of any age. There are some stories no child should live without and no adult should ever forget. 

Literati is a consumer company that ultimately will live or die based on the customer experience. You will be the first line of contact with the most important people we ever talk to — our subscribers. Your job goes way beyond closing out tickets and responding to emails (although you should love coming up with creative responses to customer service queries). You will personally be responsible for driving the most important metric that drives our business — customer retention. This will require thinking critically about the feedback given by customers, being data-driven, creative, dedicated, and summarizing and bringing critical information back to the team. 

WE’RE GOOD AT:
Bringing the fire. We are a startup, with all the fierce dedication and sparkling energy to accomplish great feats. Iron sharpens iron, and so we’ve refined our teams from only the strongest metals: open minds, bright ideas, and bold determination.

YOU’RE GOOD AT:

• Problem solving
• Empathy
• Technology
• Being a team player
• Adaptability
• Autonomy
• Thriving in a fast paced, startup environment

YOU WILL NEED:

• 1+ year of customer support experience 
• Excellent computer skills
• Ticketing system experience 

YOUR DAY-TO-DAY WILL LOOK LIKE: 

• Manning the lines of the “Jolly Postman” customer support account by responding to customers over Zendesk email, phone, and Live Chat
• Intimately understand the needs of our readers and provide excellent responses that delight our subscribers at every turn
• Work closely with other teams (Engineering, Operations, etc) to come up with outstanding resolutions to everyday customer issues
• Make data-driven recommendations to the company based on trends in customer tickets
• You may be asked to contribute to projects outside of customer support as-needed 

We seek people with drive and a touch of alchemy—and if that sounds like you, you should join us. Even if your experience isn’t a precise match for the role, passion and prowess will always win the day in our book. And if your career has taken you to some spectacular (or spectacularly strange) places? We love a good story.

At Literati, we value the power of reading for all: anyone who dreams, anyone who wonders, anyone of any age, from any background. We are dedicated to cultivating and preserving a culture of inclusion and connectedness that sees, reflects, welcomes, and celebrates the innovation and talent of a diverse array of people.