Customer Support Representative Remote Jobs

96 Results

2d

Product Support

KisiRemote job, Remote
Design

Kisi is hiring a Remote Product Support

About Kisi

Kisi is a security platform with offices in Brooklyn and Stockholm and a global remote team spanning from America, Europe, Africa and Asia. We create hardware and software that helps businesses connect and control their spaces through the cloud.

A little bit more about our team:

  • We value beingforward, human, trusted, and responsible.As a team, we make a tangible and lasting impact on the real world.

  • Our product(Reader Pro)is anaward-winning access control solution.We are adesign focused companyand recently won the coveted GOOD DESIGN award.

  • Ourcustomers and users come first- We are rated 4.9 in theApp Storeand 4.8 onCapterra.

  • Our team isunique(and a bit quirky) anddiverse. We hail from25 nationalities (& counting!) and look forward to ourannual global meetupto bring the whole team together.

We are building asupportive and flexible working environmentby offering health & retirement benefits (location based), generous vacation time and daily challenges and growth.

About the Role:

We are looking to strengthen our support team with a Product Support Specialist working remotely from Europe who pays attention to detail, is process focused and knows how to convert something previously unknown into a common practice.

Your main tasks will be to handle support cases, convert new support insights into standardized knowledge and provide insights into how to improve the products in a structured format.

We are open to entry level (Associate), mid (Specialist), or senior (Senior Specialist) candidates and level/title will be evaluated based on your experience and background.

Note: For a senior position we are looking for individuals with practical experience in physical access control and low voltage wiring including work with IoT devices, smart home/business, or locksmithing.

Responsibilities:

Support Kisi partners, administrators, and end-users as they integrate with, install, and operate our products

  • Be an expert in the product to evangelize correct use of features and troubleshoot advanced software functions as well as test software integrations

  • Advise internal and external customers on physical access control best practices, providing pre/post-sales consultation and support.

  • Understand hardware mechanisms, wiring, and installation to remotely support Kisi installers, administrators, and users who may be on-site

  • Escalate issues to secondary teams when appropriate, and take steps to ensure such issues can be addressed expeditiously in the future.

  • Contribute to continuous improvement activities such as knowledge content production, quality assurance, and product feedback sessions

  • Pursue knowledge of physical access control and site security best practices

  • Complete all responsibilities securely while having privileged access to various systems

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4d

Japanese Customer Support Specialist

jiraDesignmobileqacss

PartnerHero is hiring a Remote Japanese Customer Support Specialist

About The Role

Do you like helping others? We’re currently looking for a dynamic, well-versed Japanese Customer Support Specialist with excellent English and Japanese skills, to provide the customers of a Mobile Advertising and Monetization App with great customer support. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.

The reason you join won’t be the reason you stay.

You’ll Be...

  • Providing excellent, friendly and positive customer service via email, chat and/or phone
  • Helping customers solve problems with strong troubleshooting, reading comprehension and problem-solving skills
  • Analyzing recurring customer issues and creating insight reports to help our Partners make their businesses better
  • Savvy with web, computer and smartphones
  • Able to work independently and collaboratively

What you bring to the table:

  • Native or Near-native English and Japanese (spoken and written)
  • Provide excellent, friendly and positive customer service via email or chat
  • Strong troubleshooting, reading comprehension and problem-solving skills to provide customers the help they need
  • Track common pain points and feature requests customers express and share your insights regularly
  • Savvy with web, computer and smartphones
  • And if you know these things then great, if not we will teach you!
    • Understanding HTML and CSS
    • Background with supporting customer service for technology companies
    • Experience using CRMs (like ZenDesk)
    • Experience using ticketing platforms (like Jira)
    • Experience providing technical support (bug fixes, access, etc)

What We Provide

  • Location: Remote
  • Full time with the potential for overtime if requested by Partner
  • Competitive compensation based on experience
  • Attractive benefits package including medical, dental and vision options
  • Access to free posture-based fitness workouts from home
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross functional development

Why PartnerHero?

PartnerHero is a mission driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.

Read more about our Core Values and story here.


PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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5d

Technical Support Manager

inFeedoRemote job, Remote
B2B

inFeedo is hiring a Remote Technical Support Manager

inFeedo is looking for a Technical Support Managerwho will be responsible for first line of response on all technical support and related communications internally and externally as related to after sales support. The technical support manager is a go-to technical resource for the customer success team by being a cross functional SPOC to drive successful outcomes through live assistance, behind-the-scenes support, and education on technical issues and challenges.

No. of positions: 1

What will you be doing?

1. Technical trouble-shooting: Conducting L1/L2 checks on product issues, bugs before liaising with tech and engineering teams on successful resolution basis defined SLAs.

2. Technical support lead: Provide leadership for technical support team. Guide technical support associates and develop responses for problem identification and resolution. Develop technical support plans, programs, and staffing schedules to ensure adequate coverage is provided to meet customer needs.

3. Reporting: Leadership reporting on SLAs, prioritisation parameters to identify areas of improvement for product and tech teams

Who will you work with?

Sam, Adi, Akshay, Krithi, DV and of course the rest of the jovial inFeedo team.


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Feedonomics is hiring a Remote Enterprise Support Specialist

About Feedonomics

As a leading product feed management platform, Feedonomics partners with agencies, brands, and retailers to optimize and list their products on the top ecommerce shopping destinations around the world. 

What makes us different from other SaaS companies in the space? 

We manage everything from integration and full-service onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology.With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Role

The Enterprise Support Specialist I will be responsible for troubleshooting and resolving feed-related issues for Feedonomics enterprise-level clients. They will utilize all elements of data feed optimization, ensuring adherence to Feedonomics and industry best practices and documented methodology to ensure a high level of service delivery. The Enterprise Support Specialist I report to the Enterprise Operations Manager.

The Responsibilities

  • Liaise with clients to resolve any feed-related issues that come up after optimization, fulfill client’s requests that are related to products and provide insights and suggestions for product feed optimization
  • Provide detailed feedback, performance reports, etc., customized to meet the goals and needs of the client
  • Meet client SLAs 
  • Import troubleshooting on all Lite-qualified integration methods
  • Configure and map attributes from a variety of files, including delimited and XML files, custom scripts and API-based platform integrations
  • Transformer troubleshooting and implementations, including Field Execution Order
  • Basic root case troubleshooting between merchant website, channel destination, and data feed
  • Round-robin intake and individual queue management, up to XX requests
  • Timely management of first responses, resolutions, and communications resetting expectations
  • Raise any issues of client database to Manager or Enterprise Feed Manager
  • Manage Ticket queue to effectively meet SLAs
  • Pass-forward by time zone (First response, timely execution where possible)
  • Raising issues to or taking direction from Enterprise Feed managers where account direction or roadmap needs special consideration

The Requirements

  • 1+ years work experience minimum in a technical support role 
  • Customer-focused -You’re obsessed with providing the best experience for candidates and your internal hiring teams
  • Effective communication-Excellent written/verbal communication and customer relationship skills are critical
  • Problem-solving-Resourceful and able to identify and creatively solve problems and improve on current processes
  • Adaptability-Able to easily adapt, learn quickly, and work under pressure in a fast-paced environment
  • Critical thinking- Able toconnect ideas, evaluate arguments, find errors and solve complex issues
  • Advertising Channel -Google Analytics, Google Search preferred
  • Coding Languages- Python preferred
  • Bachelor’s Degree in Computer Science preferred or relevant work experience

What's in it for you?

  • This is a remote position
  • Competitive pay
  • Medical, dental, and vision (VSP) insurance
  • Additional cost saving programs, such as Health Care FSA and HSA, dependent care flexible spending accounts, life insurance, and more
  • 401K retirement plans
  • Family benefits, such as parental leave, newborn sick leave, adoption assistance, and more
  • Unlimited PTO for salaried positions and up to three weeks for hourly employees
  • Monthly half-day Fridays (yes, really!)
  • Flexible work scheduling
  • Virtual and in-person team events
  • Philanthropy partnership and volunteer days off
  • Employee resource groups for people of color, LGBTQ+, veterans, caregivers, and more
  • Employee assistance programs (a free benefits program that offers counseling services for issues relating to mental health, substance abuse, bereavement, and more)
  • Educational assistance
  • Pet insurance
  • Refer-a-friend bonuses
  • Discounted gym memberships
  • Commuter benefits

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+30d

Manager, Customer Support

Greenlight GuruRemote, Indiana, United States
salesforceDesignslack

Greenlight Guru is hiring a Remote Manager, Customer Support

Greenlight Guru is a software company that helps some of the world’s most innovative medical device companies design, develop and advance the success of devices that improve and extend the lives of millions of people across the globe. Having raised over $120M from top-tier investors, we’re rapidly scaling with a driven and relentless commitment to helping our customers succeed. Consistently recognized as a Best Place to Work by Inc. Magazine, the Indy Star, and more, our culture is centered around improving the quality of life for everyone we come in contact with while fostering a fun, inclusive, high-performance environment.


We are looking for a Manager, Customer Support to help us fulfill that mission of improving the quality of life for all people. This role is a management position that oversees all support related operations and team members, and will report to the Director of Medical Device Gurus. This role is responsible for the following:


  • Manage, hire, train, and develop a team of Customer Support Specialists. This includes hosting regular one-on-ones, building individual OKR and bonus plans, identifying and budgeting for professional development opportunities, performing annual reviews and quarterly assessments, building new hire training plans, and coaching/mentoring.  
  • Build Support related processes to help the team scale, improve, ramp, and deliver a consistent support experience.  
  • Create and maintain new means of measurement and tracking in Zendesk, and develop key metrics to track for the team. Identify areas of improvement that can be measured directly in our systems.  
  • Help bridge the gap between Success and other teams by serving as a liaison with Product and Engineering to streamline processes.  
  • Provide reporting to the management and Operations teams to showcase the common issues/questions customers present and propose scalable solutions.
  • Manage the process of troubleshooting technical issues and ensure they are thoroughly communicated to the Engineering team. 
  • Oversee the creation and maintenance of articles, videos, and other documentation in our Help Center
  • Build strong relationships with colleagues and clients, communicating in a timely, professional, and respectful manner.  
  • Embody the company’s core values of a culture of closing, true quality, innovation, and fanatical support
  • Adhere to and enforce process and the usage of critical systems (like Zendesk and Gainsight).


How we will measure the success in this role:

  • Ticket time to close
  • Ticket time to resolution 
  • Customer Net Promoter Score (NPS)
  • Employee NPS


You’ll be successful if you have/are:

  • Multiple years working in a software support role
  • Direct management experience preferred.
  • A people-obsessed manager who puts the morale, development, and enablement of the team members first.  
  • A highly process-driven leader who can identify areas of inefficiency and design and implement a process to streamline and scale the activity.
  • A motivated individual who leads by example and embodies the behaviors they want to see in the team.  
  • Excellent time and project management skills and ability to context switch with ease
  • Excellent writer and speaker who can communicate efficiently and effectively with customers and colleagues over Zoom video conference, in email, and in person.
  • A thought leader that is motivated to learn about and stay informed of a complex and ever-changing industry and who helps his/her team do the same.  
  • Tech-savvy and comfortable toggling between various SaaS tools .
  • A proficient user of Zoom, Google suite, Slack, Gainsight, and/or Salesforce a plus.


Benefits:

  • Co-workers who care deeply about our mission to spur medical device innovation
  • Flexible hours
  • Work from home options
  • Unlimited PTO
  • Health insurance (vision, medical, dental)
  • 3 months paid maternity leave
  • Disability insurance
  • 401k (with company match)


This is a full-time, permanent position and may be remote or based out of our downtown Indianapolis HQ.


Greenlight Guru is an Equal Opportunity Employer. Individuals seeking employment at Greenlight Guru are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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+30d

Technical Support Specialist

wordpressmysqlAWSNode.js

Brilliant PR & Marketing is hiring a Remote Technical Support Specialist

Brilliant PR & Marketing, one of the most respected and rapidly growing agencies focused on family-oriented brands, seeks a Full-timeREMOTE Technical Support Specialist to support the agency’s growing, award-winning team.  As the go-to technology expert, you will provide support to resolve problems, install hardware and software solutions, analyze requirements, and provide IT advice for internal staff. Responsible for administration of the Company’s PCs, MACs, Google Workspace, Office 365, and IT infrastructure. Tasks include end-user support, performing PC maintenance, upgrades, configurations, documentation, license tracking, and process improvement.

What you’ll be doing

  • Providing day-to-dayIT support for various IT systems, including but not limited to:
    • Google Workspace and Google Admin Console support 
    • MAC and PC Environment 
    • Zoom 
    • Airtable Admin – hosted workstream product similar to MS Project
      • Streamline and build workflows and automated reports
  • Identification, prioritization and resolve reported problems and service requests
  • Wordpress website maintenance
  • Troubleshoot software, hardware and basic network issues
  • Assist with onboarding of new users and conduct technology training for new employees
  • Install, test and configure new workstations, peripheral equipment, and software
  • Maintain inventory of all equipment, software and software licenses
  • Train end-users on how to set up and use new technologies
  • Use Zoom screen share to take control of end-users’ computers to troubleshoot, diagnose and resolve complex issues
  • Responsible for development, maintenance, and integrity of IT Service Management tool

Who you are

  • Bachelor’s Degree or equivalent business experience
  • 1 to 3 years experience in a Service Desk/Help Desk support environment
  • Google Workspace and Microsoft Office Admin experience - required 
  • Airtable Admin - Node.JS, MySQL, and AWS services - desired
  • Strong analytical, organizational, and problem solving skills
  • Must be eligible to work in the United States without company sponsorship
  • Projects a positive can-do attitude 

Benefits and Perks:

  • Fabulous Fridays – Our workday ends at 12pm between Memorial Day and Labor Day and 3pm for the remainder of the year
  • Excellent medical, dental, and vision coverage
  • Medical and Dependent care FSA
  • Life Insurance
  • Long Term Disability
  • PTO 
  • 401K with company match
  • 18 paid company holidays
  • Paid time off between Christmas and and New Years
  • Access to discounts on pet, home and auto insurance. wellness programs and more!

Salary Range Transparency:
US Remote $50,000 - $60,000 annually

Additional Eligible Financial Compensation:
Hits bonus, employee and/or client referral bonus, year end bonuses, spot Brilliant Bonuses. 

About Brilliant PR & Marketing:
Brilliant is in its second decade as a fully remote company and is one of the most respected agencies serving consumer lifestyle brands with a specific focus on products, brands, and services for families including baby and maternity, toys and games, tech, housewares, and food. And did you know that Brilliant is a two-time 2021 PRSA Silver Anvil Award winner?  

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+30d

Technical Support Specialist

tableaujirapostgressqlB2BsalesforceDesignapirubydockerAWSbackend

Modern Treasury is hiring a Remote Technical Support Specialist

Technical Support Specialist at Modern Treasury (S18)
Payment operations tools for money movement.
Remote / Remote
Full-time
About Modern Treasury

Modern Treasury builds payments operations solutions. We believe that payment operations is at the core of every business. Our tools automate the full cycle of money movement—from payment initiation, through approvals, to reconciliation—and are accessible through web application or API.

We’re a lean team and we work hard to build outstanding products for our customers. When we succeed, our customers grow.

About the role

We are looking for a Technical Support Specialist to join our newly formed Customer Support team. This role will report to the Manager of Customer Support and will have an immediate and lasting impact on our business as we launch new products, scale our teams, and support many more customers.

During this rapid growth phase, it is critical that we continue to invest in our technical support capabilities. As such, we recently launched a Customer Support team that is focused on delivering exceptional service and experience to our customers.

As an early member of the Customer Support function, you will:

  • Become a technical expert in Modern Treasury’s product suite and partner closely with the Customer Success and Engineering teams to support our customers. This is an important step towards understanding our customers, the problems we solve for them, the processes we need to build, and the key decisions we need to make as we scale the Support team.

  • Create, and maintain, self-help documentation for our internal and external customers. As the frontline of Support you are in the best position to identify opportunities to provide proactive support through our help center. You will work cross-functionally as you write documentation to ensure new and existing content is up-to-date and accurate.

  • Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will work primarily with CSMs on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments. You will also collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests.

  • Use data-driven methodologies to collate customer feedback and trends. Review the data regularly with your Customer Success peers to find ways to continually improve our customers’ experience. Share relevant customer-specific and product-specific recommendations with Engineering and Product to alleviate recurring issues or develop new capabilities that increase our customers’ operational efficiency.

  • Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team.

  • Leverage your SQL data analysis, business intelligence, and API troubleshooting skills to either resolve common technical questions or diagnose issues in-depth before triaging to the Engineering team. 

We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.

Modern Treasury builds payment operations solutions. Our tools automate the full cycle of money movement—from payment initiation, through approvals, to reconciliation—and are accessible through web application or API.

We believe that payment operations is at the core of every business. We’re a lean team and we work hard to build outstanding products for our customers. When we succeed, our customers grow.

During your first week you will:

  • Complete our company onboarding process where you will learn all about Modern Treasury – our values, our history, our product, our brand – and meet various teams via small-group sessions alongside your onboarding peers. 

  • Develop an understanding of our customers, user personas, sales process, and customer stories.

  • Read our favorite industry primers.

  • Become a master in our application and API.

During your first six weeks you will:

  • Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, Marketing, and Revenue Operations teams.

  • Shadow CSMs, and other Technical Support Specialists, while responding to customers’ daily support inquiries as part of your technical onboarding. Through this, you will gain a deep understanding of our customers, their use cases, and the various stages of their journey with Modern Treasury.

  • Be shadowed as you begin to respond to inbound support inquiries.

During your first six months you will:

  • Support customers via chat, email, phone, and other channels with a high degree of autonomy within our stated SLAs.

  • Own customer requests through resolution, working cross-functionally - with Product, Engineering, Customer Success and other teams - as needed.

  • Participate in an on-call rotation for high priority requests received outside of business hours.

  • Contribute to internal and external self-help documentation.

  • Identify areas of opportunity and manage projects to refine processes and systems accordingly to improve the customer experience.

What we're looking for:

  • 2+ years experience in customer facing roles at B2B SaaS companies in one or more of the following functions: technical support, customer success, sales engineering, product management, engineering, network operations.

  • Experience in process improvement and documentation

  • Experience with case management solutions such as Zendesk, Salesforce Service Cloud, Jira, Linear, etc.

  • Knowledge of web connectivity and integration protocols such as JSON / XML, file transfer protocols such as FTP / FTPS / SFTP, API tools such as Postman, and API concepts such as idempotency and pagination.

  • Experience in data analysis, data mapping, ETL, and advanced SQL queries such as multiple joins, subselects, case statements, window functions, CTE, recursive CTE, and other constructs.

  • Experience with business intelligence tools such as Looker, Tableau, Power BI, etc. and cloud data warehouses such as Snowflake, RedShift, BigQuery, etc.

Modern Treasury is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Modern Treasury considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

Technology

  • Ruby on Rails for our backend framework
  • React for our front end framework
  • Postgres for our database
  • Redis for caching
  • AWS for infrastructure and hosting
  • Docker for containerization
  • GitHub for source code management
  • Buildkite for continuous integration
Apply Now

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Genesis is hiring a Remote Remote Customer Support Representative (Spanish)

Привіт:)

Ми команда професіоналів, яка будує Social-discovery platform в екосистемі Genesis, що допомагає користувачам у всьому світі познайомитись.

На сьогодні:

  • на наших платформах зареєстровано понад 150 млн користувачів;
  • ми присутні на більш ніж 20 локацій по всьому світу;
  • ми розробляємо єдиний продукт для 4-х платформ;
  • наш додаток вже завантажили понад 1 мільйона користувачів;
  • щомісячно нашим продуктом користуються 5 мільйонів користувачів по всьому світу.

Ми масштабуємо команду та шукаємо Remote Customer Support Representative (Spanish) для розвитку наших продуктів.

Які завдання ти будеш виконувати:

  • надання послуг підтримки клієнтів для користувачів сайту: розв’язання проблем користувачів, визначення причини проблеми, вибір і пояснення найкращого способу розв’язання даної проблеми;
  • взаємодія з клієнтами нашого сайту, відповіді на найбільш поширені питання, розв’язання питань з оплатою послуг;
  • канал зв’язку з користувачами — чати, тікети, дзвінки.

Які знання і навички тобі потрібні на цій посаді:

  • володіння іспанською мовою на рівні Upper-Intermediate+;
  • володіння англійською мовою на рівні Intermediate;
  • вільне володіння російською та українською мовами;
  • досвід роботи в службах підтримки клієнтів буде конкурентною перевагою;
  • уміння і бажання спілкуватися з людьми, стресостійкість;
  • персональний комп’ютер, цілодобовий доступ в Інтернет;
  • готовність працювати одну нічну зміну в тиждень;
  • досвід роботи з Zendesk вітається.

Що ми пропонуємо:

  • конкурентна зарплата;
  • бонусна система;
  • оплачувані відпустки;
  • корпоративні зустрічі 2 рази в рік;
  • навчання нових співробітників (час, витрачений на навчання, також оплачується);
  • можливість працювати вдома;
  • надання всіх програм, необхідних для роботи;
  • гнучкий графік (5 змін в тиждень по 8 годин кожна);
  • молода і дружна команда операторів;
  • постійний зв’язок з центральним офісом.

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+30d

Technical Support Specialist (Remote)

ResultantIndianapolis, IN, USA, Remote
3 years of experiencemobile

Resultant is hiring a Remote Technical Support Specialist (Remote)

Company Description

We are a passionate team of 300+ engineers, mathematicians, data analysts, project managers, and business consultants. But more importantly, we are active listeners, deep thinkers, and courageous problem solvers. 

The Resultant team purposefully comes together to produce a positive outcome. Our name symbolizes our commitment to empathy and collaboration—of not just delivering our clients with the best solutions, but to deeply listening to them, understanding their needs, and learning from each other in the process. The force of Resultant comes from the combined knowledge, passion, and innovation of our team and partners. 

Together, we partner with clients in the public and private sectors to help them overcome their most complex challenges, empowering our clients to drive meaningful change in their organizations and communities. In everything you do, you’ll help your clients, colleagues, and communities thrive.  

Resultant was founded as KSM Consulting in 2008. 

Job Description

To help continue our rapid growth and solve our clients’ toughest problems, we need a Technical Support Specialist to join the team. If you love to solve problems and add value, please consider what your typical days might look like…

  • You will provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.
  • You will escalate customer support requirements as appropriate, communicating relevant information (such as criticality and timeliness), and confirming acceptance of the escalated issue.
  • You will prepare desktops, laptops and miscellaneous hardware for customers.
  • You will keep customer documentation up-to-date and accurate.
  • You will deliver assigned operational and project commitments to customers, utilizing the entire customer team as necessary and as agreed with the Customer Team Lead.
  • You will perform customer maintenance activities on behalf of the customer team.
  • You will monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately.
  • You will work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.
  • You will demonstrate the ability to organize, prioritize, plan and deliver your work and commitments in a timely manner.

Qualifications

Some of the skills we are expecting are. . .

  • You should possess excellent communication and customer service skills, both written and oral.
  • You should be able to explain technical challenges and solutions to just about anyone, regardless of their background.
  • You should be willing to participate in an on-call rotation and provide after-hours support as necessary.
  • We require at least 1-3 years of experience as a Desktop Support Specialist or similar role

We expect that you will be able perform the following tasks daily. . .

  • Servers: Active Directory, File Permissions, Domain, Backups, Antivirus
  • Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN
  • Computers: Computer Replacement, IPCONFIG details, Joint to Domain, Printer Installs, Antivirus
  • User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email)
  • Applications and Products: Office 365, SharePoint, QuickBooks

Additional Information

What you should know about Resultant:  

  •  Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.  
  • Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful.  
  • Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.  
  • Resultant leaders work hard, serving as a shining example of what it means to be a great Rezzer. They are servant leaders, helping their team to be successful in all possible ways.  
  • We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.  
  • We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge!  

What our team members say about us… 

  •   “I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.” 
  •  “I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.” 
  •   “The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.” 

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status. 

Equal Opportunity Employer 

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+30d

Customer Support Representative (REMOTE)

Experian475 Anton Blvd, Costa Mesa, CA 92626, USA, Remote

Experian is hiring a Remote Customer Support Representative (REMOTE)

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

As the world of work evolves, human capital management must keep pace.  Employers have been seeking scalable, client-focused alternatives with employee self-service functionality.  In response, Experian has brought together the industry’s leading experts to offer the best of the best – a suite of specialized solutions delivering unmatched service, trusted experience, and client-inspired innovation.  We are keeping the focus and flexibility employers value in boutique providers and adding the resources and security of Experian.

Job Description

  • adhere to stringent data security policies and processes
  • deal directly with users either by telephone and email
  • respond promptly to user inquiries
  • handle and resolve user questions
  • obtain and evaluate all relevant information to handle and resolve user inquiries
  • authenticate and upload user authorization forms
  • process verification requests and forms
  • direct requests and unresolved issues to the designated resource
  • manage users accounts
  • keep records of users interactions and transactions
  • record details of inquiries, comments and concerns
  • record details of actions taken
  • manage administrative tasks involved with job duties
  • communicate and coordinate with internal departments
  • follow up on customer interactions
  • complete other administrative projects and duties as requested by management

Qualifications

  • high school diploma, general education degree or equivalent
  • knowledge of customer service principles and practices
  • knowledge of relevant computer applications and basic web functions
  • ability to type and communicate through email
  • knowledge of administrative procedures
  • numeric, oral and written language applications
  • product knowledge

Key Competencies

  • interpersonal skills
  • communication skills - verbal and written
  • listening skills
  • problem analysis and problem-solving
  • attention to detail and accuracy
  • data collection and ordering
  • customer service orientation
  • adaptability
  • initiative
  • stress tolerance

Additional Information

All your information will be kept confidential according to EEO guidelines.

  • Competitive base salary and aggressive bonus plan.
  • Core benefits including full medical, dental, vision, and the opportunity to work with a global leader.
  • Employee stock purchase program and 401K with 4% matching and immediate vesting.
  • Twenty two paid days off including vacation, sick, and volunteer time and  twelve paid holidays.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU andand it reflects what we believe.  See our DEI work in action!

If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian U.S. employees are required to be fully vaccinated for COVID-19.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

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+30d

Technical Support Specialist (2nd Shift)

ResultantIndianapolis, IN, USA, Remote
3 years of experiencemobile

Resultant is hiring a Remote Technical Support Specialist (2nd Shift)

Company Description

We are a passionate team of 300+ engineers, mathematicians, data analysts, project managers, and business consultants. But more importantly, we are active listeners, deep thinkers, and courageous problem solvers. 

The Resultant team purposefully comes together to produce a positive outcome. Our name symbolizes our commitment to empathy and collaboration—of not just delivering our clients with the best solutions, but to deeply listening to them, understanding their needs, and learning from each other in the process. The force of Resultant comes from the combined knowledge, passion, and innovation of our team and partners. 

Together, we partner with clients in the public and private sectors to help them overcome their most complex challenges, empowering our clients to drive meaningful change in their organizations and communities. In everything you do, you’ll help your clients, colleagues, and communities thrive.  

Resultant was founded as KSM Consulting in 2008. 

Job Description

This is a 2nd shift, full-time position (M-F, 2:00pm-11:00pm EST).  

To help continue our rapid growth and solve our clients’ toughest problems, we need a Technical Support Specialist to join the team. If you love to solve problems and add value, please consider what your typical days might look like…

  • You will provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them.
  • You will escalate customer support requirements as appropriate, communicating relevant information (such as criticality and timeliness), and confirming acceptance of the escalated issue.
  • You will prepare desktops, laptops and miscellaneous hardware for customers.
  • You will keep customer documentation up-to-date and accurate.
  • You will deliver assigned operational and project commitments to customers, utilizing the entire customer team as necessary and as agreed with the Customer Team Lead.
  • You will perform customer maintenance activities on behalf of the customer team.
  • You will monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately.
  • You will work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients.
  • You will demonstrate the ability to organize, prioritize, plan, and deliver your work and commitments in a timely manner.

Qualifications

Some of the skills we are expecting are. . .

  • You should possess excellent communication and customer service skills, both written and oral.
  • You should be able to explain technical challenges and solutions to just about anyone, regardless of their background.
  • You should be willing to participate in an on-call rotation and provide after-hours support as necessary.
  • We require at least 1-3 years of experience as a Help Desk Specialist or similar role

We expect that you will be able perform the following tasks daily. . .

  • Servers: Active Directory, File Permissions, Domain, Backups, Antivirus
  • Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN
  • Computers: Computer Replacement, IPCONFIG details, Join to Domain, Printer Installs, Antivirus
  • User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email)
  • Applications and Products: Office 365, SharePoint, QuickBooks

Additional Information

What you should know about Resultant:  

  • Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.  
  • Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful.  
  • Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.  
  • Resultant leaders work hard, serving as a shining example of what it means to be a great Rezzer. They are servant leaders, helping their team to be successful in all possible ways.  
  • We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.  
  • We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge!  

What our team members say about us… 

  • “I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.” 
  • "I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.” 
  • “The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.” 

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status. 

Equal Opportunity Employer 

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Procore Technologies is hiring a Remote Customer Support Representative (German Speaking)

Job Description

What if you could use your people skills to support a product that impacts the way communities’ hospitals, homes, sports stadiums, and schools across the world are built? Construction impacts the lives of nearly everyone in the world, yet it’s also one of the world’s least digitized and least served industries. That’s why we’re looking for a talented Bilingual Customer Support Representative (CSR) to join Procore’s journey to revolutionize construction. As a CSR, you’ll utilize your strong problem-solving and people skills to help save our customers time and resources via one-call resolutions, giving our clients the confidence to understand, use, and evangelize Procore's platform. 

As a member of Procore’s CSR team, you’ll be provided with the resources to master your craft and clarity of purpose through a shared vision—to improve the lives of everyone in construction. With encouragement from nurturing team leaders, you’ll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally. For strong CSRs, this position is a great launching point to careers on our Custom Solutions, Documentations, Learning & Development teams, and more! If you’re excited by the opportunity to work with a dynamic, diverse team in a fast-paced, fast-growing environment—Procore is the place for you!

This position will report to the Manager of Customer Support and is based in our London, UK office. We provide our customers with 24/7, around-the-clock support and are looking for candidates to join us immediately. 

What you’ll do:

  • Acquire and maintain a thorough understanding of Procore’s business model, system, and the tools needed to optimize system use and maximize impact

  • Work in an exciting, fast-paced contact center environment that requires adherence to assigned schedules to ensure adequate coverage for customer needs

  • Leverage your strong collaboration skills, connecting with other teams to escalate client cases and solve complex customer problems 

  • Deliver a best-in-class customer experience by managing and addressing a stream of telephone, web inquiries, chat, and email to patiently guide our customers through the process of achieving their goals with Procore’s software

  • Diligent, consistent attention to detail and management of administrative aspects of the job

  • Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike 

  • Proactively seek guidance and direction from manager and co-workers when appropriate

  • Convey Procore’s culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards

 

What we’re looking for:

  • Fluency in English and German

  • 6+ months of related experience (queue-based roles, other customer support experience, retail, etc.) and a High School Diploma or GED

  • A clear communicator (both written and orally) with prior experience evaluating and resolving customer inquiries successfully 

  • Strong curiosity and persistence while researching and troubleshooting problems to find answers to consumer questions

  • A hungry learner with the ability to learn quickly and adapt to a changing product

  • Self-starter who is excellent at problem-solving

  • A solution-focused mindset that proactively detects issues and provides timely solutions 

  • Superb attention to detail with extensive experience multitasking and managing work independently while still functioning as a supportive team player 

  • Prior experience or even interest in the construction industry is a plus

Additional Information

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore. 

We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

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+30d

Global Technical Support Manager

Engage3Davis, CA Remote
5 years of experiencesqlmobileqa

Engage3 is hiring a Remote Global Technical Support Manager

As an aspiring Global Technical Support Manager, you’re looking for an opportunity that allows you to learn the newest technologies, advance your technical expertise, and be part of a highly-skilled team. You also want an employer that values and invests in its people.

Engage3 has an immediate opening for a Global Technical Support Manager. As a Global Technical Support Manager, you’ll connect with our clients and make a difference in their day, providing technical support, troubleshooting, escalating and managing expectations, and resolving their technical issues. This is an outstanding opportunity to join a team of highly qualified peers and play an integral role in a thriving company that will challenge you to grow both your technical and business skills.

Our Global Technical Support Manager is responsible for troubleshooting and resolution of reactive service issues. This technical support service position requires excellent communication, attention to detail and technical skills.

Responsibilities:

  • Responsible for overseeing a team of engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution
  • Specialize in high-end, Enterprise-level support of customers or channel partners with advanced support needs
  • Establishes staff schedules for queue coverage and individual or group training sessions
  • Conducts regular 1:1 and team meetings to evaluate individual and team performance, and facilitates the development of proficiency in both technical skills and general customer service skills
  • Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
  • Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
  • The individual will be responsible for engaging with and managing a group of experienced technical professionals that will support Engage3’s product offerings (global web-based and mobile applications)
  • Tracking, monitoring and reporting on department operations, and closely managing critical customer accounts to develop path to issue resolution
  • Assigning and managing projects based on new product releases, call-related issues, and/or training needs within the organization
  • This role will be responsible for providing advanced level 2 support for clients and internal users via phone, screen share, email, and ticketing system approximately 40% of the time
  • The individual will support activities with customers, external and internal user groups, knowing when to escalate high priority issues
  • The Global Technical Support Manager will also need to communicate at different technical levels, working with Application Architects, Developers, QA Engineers, Product Managers and end users to resolve issues in a timely manner.
  • Independently resolving client issues, knowing when to escalate high priority callouts
  • Root cause analysis of complex issues and subsequent documentation

Qualifications:

  • Bachelor’s Degree in Computer Science or related field
  • 3-5 years of experience working in a technical support role (ideally as a “lead”)
  • Strong communication skills; detail-oriented with an eye for grammar
  • Advanced technical knowledge to problem solve
  • Advanced experience with troubleshooting, documentation, and resolving issues
  • Strong organizational and time management skills
  • Ability to prioritize issues and manage multiple varying priority tickets
  • Ability to collaborate with a team
  • Client-facing professionalism and skills
  • Service Desk platform experience (ZenDesk, Freshdesk, Service Cloud, SNOW, JSD, etc.)
  • Experience with a knowledge base and creating knowledge base articles
  • 3+ years of experience with SQL



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+30d

Customer Support Associate

Revalize8800 Baymeadows Way W, Jacksonville, FL 32256, USA, Remote
salesforceDesignmobile

Revalize is hiring a Remote Customer Support Associate

Company Description

At Revalize, we build the software and technology that powers sales of manufactured, complex products. Our customers rely on our software to select and sell everything from commercial ovens, to specialized pumps and valves, to grain elevators, and more. We are the global leader in sector-specific software solutions that help manufacturers optimize revenue operations through design applications, engineering simulations, product selection, CPQ, PIM, visualization, and data analytics.

Headquartered in Jacksonville, FL, we serve over 20,000 customers across the globe.

Revalize is a portfolio company of TA Associates and HG.

Job Description

We are looking for entry-level Customer Support Associate to provide superior software application support to our clients.  The ideal candidate will have experience with customer service and be eager to learn new technical skills.  This is a fully remote role.

Responsibilities: 

  • Provide excellent customer service to Revalize customers and teammates through consistent and thoughtful behavior aligned with Revalize values  

  • Provide support for incoming queries and issues related to the company’s proprietary software solutions 

  • Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved 

  • Adhere to established customer service and documentation standards 

  • Solve and respond to first-level support requests and escalate issues as required 

  • Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to Revalize proprietary software, processes, and procedures 

Qualifications

Required Skills & Abilities 

  • Excellent communication skills, and the ability to learn quickly

  • Prior experience troubleshooting software and hardware issues a plus, but not required.

  • Experience with the latest desktop PC’s and mobile platforms (hardware & software) 

  • Ability to work remotely and in a quiet area  

  • Access to a reliable 20Mbps down and 2 Mbps minimum internet connection for working remotely 

  • Ability to excel in a high-paced ever-changing environment 

Preferred skills and abilities: 

  • Working knowledge of Salesforce is a plus 

  • Thorough understanding of networking topologies & protocols 

  • Associate Degree or equivalent experience preferred 

Additional Information

All your information will be kept confidential according to EEO guidelines. Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application. 

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Simpletire is hiring a Remote Support Specialist (Remote)

TheSupport Specialistis a remote inbound/outbound customer service call center role that is focused on creating strong communication pathways between SimpleTire and its customers. This role will require that someone have excellent customer service skills, familiarization in de escalation tactics, is highly organized and has exceptional attention to detail. As this is a customer-facing role, the Support Specialist is an extension of SimpleTire, and will need to conduct themselves with a polite, clear, and concise demeanor. 

TheSupport Specialistis responsible for: 

  • Handling inbound and outbound phone calls, emails, and chat from online customers. Verifying customer account information and order information. Managing on average 30-40 calls per day. 
  • Processing online orders, returns, replacements, adjustments, warranties, and installations. Tracking deliveries, installation, inventory, pricing, and ensuring all customers’ needs are met. 
  • Managing customer issues, ensuring 100% customer satisfaction, including (but not limited to) telephone and email follow-up. Understanding and resolving customer questions, concerns, issues, and needs. Maintaining positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs. 
  • Working with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.
  • Handling special projects or other duties as assigned.

The Ideal Candidate Has/Is: 

  • Prior experience - 6 months to 2 years of prior experience in a call center environment - receiving inbound customer service calls and/or conducting outbound customer service calls.
  • Adaptable and Dependable -Ideally available to work full time during hours of operation (8am – 7pm M-F, 9am – 5pm Sat) including split shifts and evening hours. Ability to support holiday work hours of operation until 8pm.
  • Prior Education -High school diploma required, Associates/Bachelors degree preferred.
  • Highly communicative- able to clearly and concisely facilitate the flow of communication and to field questions and concerns in an organic and effervescent way. Excellent written and verbal composure. 
  • Externally polished and focused- ability to represent SimpleTire’s commitment to providing incredible outbound relations to all within the SimpleTire network. Highly engaged and upbeat, with a customer first mentality.
  • Listening skills- ability to listen to a Tire Installers’ needs and concerns to help solve problems quickly and easily.
  • Organized and detailed- updating the documents and sheets consistent with the process flow. Desire to support our customers’ needs with excellent follow through and detail. 
  • Calm and composed- Demonstrated ability to remain calm in escalated environments. Can effectively manage an ever-evolving work environment with a positive, upbeat attitude and outlook. 
  • Mental Agility- ability to think quickly and shift priorities rapidly as necessary. Coachable and open to change. Demonstrated critical thinking skills, with the ability to multitask and work independently. 
  • Digitally Savvy- Thorough understanding of computer systems and experience with Google and/or Microsoft office suite.
  • Bi-Lingual (not required) -Ability to fluently speak and write in Spanish is a bonus.
  • Prior interest in the retail/automotive industry (not required)

Physical Job Requirements

  • Continuous viewing from and inputting data to a computer screen.
  • Sitting for long periods of time.

Additional Schedule Details

  • Hours of Operation: 8am - 7pm Easter M-F, 9am - 5pm Saturday (Closed Sundays, Thanksgiving Day, Christmas Day)
  • Holiday Black Out Periods: November 24th thru December 31st
  • Agent Schedules: Vary based upon business needs; 40 hour work week schedules are preferred, 25 hour work week minimum 

Benefits and Perks

  • Medical, dental, vision, STD, LTD, Company paid Life Insurance, 401k with Employer match, 15 days of Paid Time Off, and 8 paid holidays.
  • Company sponsored events, casual dress code, free snacks & SWAG, corporate discounts, and free parking (when applicable).

What is SimpleTire?

We think there’s a better way when it comes to getting work done on your car. Starting with tire replacement. A way that’s more welcome, that’s more you. That gets you to what you need, more quickly. Helps you feel smart about your choices, and gets you on your way, feeling good. A way better experience for tire replacement. That's our way. That’s our promise.

Our network stretches across the country with 10,000+ installers and 3,000+ independent supply points. We employ hundreds of people, support thousands of local businesses, and strive to empower everyone along the process.   

SimpleTire is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, covered veteran status, or any other class protected by applicable law. EEO Employer M/F/NB/Vet/Disabled. SimpleTire will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local laws

 

     

     

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    +30d

    Client Support Manager

    PromiseSan Francisco Bay Area, CA Remote

    Promise is hiring a Remote Client Support Manager

    Company Overview:

    Promise helps utilities and government agencies create flexible and affordable solutions for customers struggling to pay off their debt. Our intuitive approach to payment plans and relief distribution leads to increased customer enrollment and recovery rates that are far higher than the industry standard. As a result, customers pay off debt sooner and with fewer penalties, and our partners reduce delinquencies and increase revenue.

    The Promise team strives to treat people who are struggling with dignity and provide them with the tools and resources they need to succeed. Our expertise spans sectors: we are technology experts from companies like Google, Stripe, and Palantir, as well as accomplished government leaders. We have raised over $50 million and we’re backed by leading investors such as Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (formerly Sweat Equity Ventures), Howard Schultz, and others. We're proud to have recently been chosen as one of Fast Company's "World's Most Innovative Companies of 2022" (#39).

    Role Overview:

    We are looking for a seasoned manager to lead our growing Client Support team. Client Support is vital to our long-term success: our clients count on us to help them get through difficult financial situations and to avoid negative consequences. For Promise to grow, we need to scale our support capacity while maintaining the high quality service our clients rely on. We’re looking for an experienced manager who can take over leadership of the team and take it to the next level.

    What You’ll Do:

    • Drive Client Support Outcomes
      • Increase enrollment and repayment rates and reduce churn
      • Identify trends in client issues and work with Product and Operations to mitigate/fix them
      • Support new business growth through greater advocacy and reference-ability
    • Lead A World-class Client Support Team
      • Create fast and effective onboarding process for new team members
      • Develop and provide ongoing training (new content and gap training)
      • Create appropriate leveling / tiering / vertical and/or functional expertise within the team.
    • Manage Client Support Activities
      • Plan staffing needs and schedule team members appropriately.
      • Recruit new team members as our needs grow
      • Provide learnings to the Product and Operations teams so we can continuously improve our tools and processes
    • Measure Effectiveness of Client Support
      • Collaborate to define KPIs for the team
      • Work with Data and Operations to build appropriate systems for tracking key metrics
      • Create cadence for review within team
    • Enhance Effectiveness and Efficiency Through Technology and Workflows
      • Collaborate with Operations to improve Client Support tooling and workflows
      • Define and implement new and improved workflows and processes for team
      • Track all feedback and client experiences to use for references and development - cultivate clients for references

    You’re a Great Fit for the Role if You Have:

    • 2+ years experience leading client support teams serving consumers and/or end-users
      • Proven successful manager of support representatives
      • Direct experience scaling support services and growing a team
    • A deep desire to help people–our clients are often in difficult financial circumstances and struggling with technology–you should be excited about what they’re able to achieve with a little help
    • A love for building scalable, repeatable processes and understanding if they’re working using data
    • The ability to inspire others as an enthusiastic and creative leader
    • Excellent communication and presentation skills
    • The ability to multitask: you can triage in the moment across verticals, clients, team members. You can quickly sort out priorities from noise.
    • Passion for our mission: You think that improving the way governments interact with their constituents is critical. You want to prove that moving away from punitive approaches to non-payment and treating people with dignity can be a win for everyone.

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    +30d

    Technical Support Manager

    VeriskLehi, UT, USA, Remote
    mobile

    Verisk is hiring a Remote Technical Support Manager

    Company Description

    Xactware, a Verisk business, specializes in technologies for the property insurance, remodeling, restoration, and mortgage and lending industries. Xactware’s tools provide claims estimating, contents replacement, claims management, and property maintenance solutions for desktop, mobile, and online platforms. Xactware’s services include repair cost research and reports, aerial imagery, and real-time business intelligence. Xactware has been providing cloud services for customers since 1995. To learn more about Xactware please visit us at: Xactware.com. We are proud to be a part of the Verisk family of companies! 

    At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.   

    Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.  

    But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.  

    It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.   

    At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do. 

    At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fifth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce.  Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.  

    Job Description

    Xactware is looking for a Technical Support Manager to join the team in Lehi, UT. In this role, you will effectively manage a team of Support Technicians including scheduling, training/coaching, monitoring productivity and performance management. You will collaborate with product teams to ensure the Support team is operationally ready for new products/features and address escalated customer interactions. The manager will also enforce company and department policies regarding technician performance and customer workflows. In addition, you will provide “on-call” management support for technicians who work nights and weekends and manage tools used by the Support Department.

    Responsibilities include:

    • Manages a team of Support Technicians.
      • Scheduling
      • Training/Coaching
      • Productivity Monitoring
      • Performance Management
    • Collaborates with product teams to ensure the Support team is operationally ready for new products/features.
    • Participates in department team meetings.
    • Enforces company and department policies regarding technician performance and customer workflows.
    • Manages tools used by the Support Department.
    • Addresses escalated customer interactions.
    • Submits potential defect/design issues to development.

    Qualifications

    • Minimum 2 years of advanced experience supporting Xactware products.
    • Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
    • Excellent customer service skills.
    • Ability to work in a fast-paced environment.
    • Ability to manage time effectively to complete projects and tasks with varying priorities.

    #LI-RM2

    Additional Information

    Verisk Analytics is an equal opportunity employer.

    All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

    http://www.verisk.com/careers.html

    Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

    Consumer Privacy Notice

     

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    Accredible is hiring a Remote Customer Support Representative (Tier 1) - REMOTE! UK Based

    Customer Support Representative (Tier 1) - REMOTE!! UK Based

    About The Role:

    Accredible is looking for a full-time Customer Support Representative to grow our world-class Customer Support team. This role is remote, working with a small but growing remote team.

    The mission is to increase the team’s capacity to effectively respond to assist customers, produce and curate valuable knowledge materials, identify and report bugs and feature requests, and support product knowledge within internal teams.

    Three Month Outcomes:

    • Improve the Customer Support team metrics as such:
      • Reduce the average response time per week to 6 hours or less.
      • Reduce the average time to respond per week to 72 hours or less.
      • To maintain a weekly positive CES score of 6 or higher.
    • Manage at least 50% of the total ticket volume.
    • For escalation purposes, identify product bugs and communicate details effectively to Tier 2 technical support.
    • Write and curate high-quality, easy to use articles for the Accredible Knowledge Base (help.accredible.com).
    • Assist the Head of Customer Support and other departments with ad-hoc tasks.

    Requirements:

    Role-Based (preferred):

    • Prior experience using ZenDesk, HubSpot, or another service desk tool.
    • Experience using Slack and Google tools.
    • Technical understanding of digital platforms.
    • Experience working with a globally distributed remote team.

    Cultural:

    • Flexibility/Adaptability. You adjust quickly to changing priorities and conditions. You cope effectively with complexity and change.
    • Investigative and Problem-Solving Mindset. You use readily available information and tools to solve complicated problems and find solutions/workarounds where possible.
    • Clear Communication. You communicate and work professionally with the customer, other team members, and colleagues from other departments. This includes exemplary written and spoken English language skills.
    • Independent and Self-motivated. You are accountable for tasks and ongoing responsibilities with little supervision.
    • Empathy and Patience. You respond to customers with compassion and seek to understand their request and points of view.
    • Efficiency. You produce significant output with minimal wasted effort.
    • Intelligence.You learn you quickly; you absorb and easily understand new information and tasks.
    • Honesty and Integrity. You do not cut corners. You earn trust and maintain confidentiality. You do what is right versus political expediency. You speak plainly and truthfully.
    • Organization and Planning. You are capable of handling multiple tasks without dropping core responsibilities.
    • Persistence. You demonstrate tenacity and willingness to go the distance to get something done.
    • Resilient and Calm Under Pressure. You maintain stable performance when under high pressure or stress.

    Compensation & Benefits:

    • Competitive salary.
    • 35 days annual vacation.
    • Pre-IPO equity shares.
    • Four weeks Compassionate Leave.
    • Life insurance.
    • Employee Assistance Program (EAP).
    • Flexible hours & remote work.
    • A close, dedicated startup team who are passionate about improving the education system and who are backed by some of Silicon Valley’s top venture capital investors.
    • Two hours per week (paid) to spend learning anything you like, even if it is not related to your role, plus a budget to spend on learning materials (courses, books, conferences). We love education and we believe in nurturing your growth!
    • A promise to invest in your growth personally and professionally. Wherever you would like to go and whatever you would like to do, we will be there to support you.
    • Annual company international retreats to cool places like Wales.
    • Many additional perks!

    About Us:

    Accredible makes it easy for the world’s best educational institutions to issue credentials, awards, qualifications, and licenses digitally rather than on paper. Our customers include Google, Harvard, MIT, Oxford University, McGraw Hill, Slack, iHop, GMAC, the CFP Board and 1300+ others, on behalf of whom we have issued over 22 million credentials to learners all over the world to date, and we are adding over 1.5 million per month. After first hitting profitability and then raising our Series A, the company has grown from a team of fifteen to a team of 100 plus; we are looking for exceptional people to join us and help us turn our pirate ship into a navy. We are looking for exceptioinal people who will help us maintain our 5-star Glassdoor rating!

    Open and Inclusive. We welcome people of any gender identity or expression, race, skin color, ethnicity, age, size, nationality, sexual orientation, ability level, neurotype, religion, elder status, family structure, culture, subculture, political views, education level, identity, and self-identification. We welcome teachers, learners, activists, artists, dreamers, doers, ordinary people, extraordinary people, and everyone in between.

    Remote First. Accredible is spread across dozens of cities around the globe. From Cape Town to Vancouver, London to New York, our employees live and work in the places that they thrive, wherever they thrive.

    Growing Strong. We are growing and will continue to expand rapidly. We seek to increase momentum and build a professional, scalable, and efficient team whilst maintaining our friendly, open, and democratic culture.

    We Love What We Do. We get to help startups get their training programs off the ground and watch their social referrals double, see associations experience double digit membership growth, and enable established companies to transform training and development. We are passionate about our product – and what it can do for our customers.

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    HireVue Inc is hiring a Remote Customer Support Representative

    Company Description

    HireVue is transforming the way companies discover, hire, and develop the best talent by combining the power of video, games, and AI for better hiring decisions.

    We are relentlessly focused on developing fair and objective hiring solutions to help our customers and their candidates, and we embrace this same focus of fair and objective hiring when we hire for our own team, striving to build a diverse and inclusive culture based on a foundation of respect and inclusion.

    HireVue is available worldwide in over 30 languages and has hosted more than 14 million on-demand interviews and one million assessments. Its more than 700 customers worldwide including over one-third of the Fortune 100 and leading brands such as Unilever, JP Morgan Chase, Delta Air Lines, Vodafone, Carnival Cruise Line, and Goldman Sachs.

    Job Description

    Full Time | Must be located in the US | Must be willing to work in the Mountain Time Zone | Starting Hourly rate from $17.50

    This is an evergreen role. We will be interviewing/hiring on an as-needed basis.

    Who are we looking for?

    The award-winning HireVue Customer Support Team provides innovative and customer-obsessed service through phone, chat, and email, enabling our clients to build awesome teams and their interviewing candidates to get awesome jobs.

    The role of the Customer Support Specialist is to be the front-line of the HireVue experience for interviewing candidates and customers alike. Customer Support Specialists exhibit a passion for providing the best possible customer experience through each interaction and strive to always be improving. Successful Customer Support Specialists have an open and positive attitude allowing them to celebrate the successes of the team, communicate proactively, and exemplify customer obsession.

    What will you be doing?

    • Be an expert in the HireVue platform and help our customers and their candidates understand the value of our technology
    • Document and manage your cases for each Support interaction you have
    • Recognize, document, and alert leadership of trends in contacts and ongoing issues
    • Identify and communicate support process and product improvements
    • Delight each of your contacts with positive and encouraging interactions

    Qualifications

    • Excellent interpersonal communication skills
    • Positive attitude and drive to always be improving
    • Expert reading and writing skills
    • Proficient with technology, able to learn how to troubleshoot technical issues while navigating multiple systems
    • 2+ years experience in a customer service role; experience in a technical support role is a plus
    • Strong problem solving skills and ability to be resourceful
    • Flexible schedule (we provide 24/7 customer support)
    • Requires US Citizenship to work in this position

    Additional Information

    HireVue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.All your information will be kept confidential according to EEO guidelines.

    Per US Federal Contractor Mandate HireVue requires that all employees are vaccinated against COVID-19 and are able to demonstrate proof of this vaccination as a condition of employment, subject to exemptions permitted by law.

    Here are some of the states where HireVue is currently hiring:

    AL, AZ, CA, FL, GA, IA, ID, IL, IN, LA, MI, MN, MO, MS, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, WA, WI.

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    +30d

    Senior Technical Support Representative

    Experian475 Anton Blvd, Costa Mesa, CA 92626, USA, Remote
    Designkubernetes

    Experian is hiring a Remote Senior Technical Support Representative

    Company Description

    Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.  For five years in a row, we have been named in the Top 100 “World’s Most Innovative Companies” by Forbes Magazine.  With a focus on our employees, we were rated the #1 Top Workplace by the Orange County Register. Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

     

     

    Why You Matter

    The CIS Site Reliability and Cloud Platform team drives the creation of scalable, resilient, and stable environments through Infrastructure as code. We are looking for organic innovation and adoption of cutting-edge cloud technologies in the frameworks and tools we develop for Infrastructure provisioning and service deployments. We are looking for a lead engineer that can provide thought and design leadership and establish best practices. This role spans defining & implementing cloud platform frameworks including container Orchestration platform (example: Kubernetes), IaC and self-service capabilities that helps analytics/batch/streaming/transactional workloads.

     

     

     

     

    Job Description

    The Client Technical Services Representative works directly with clients to provide them with test data for testing Experian File One products.  Process required Test Data Confidentiality agreements.  Fulfill requests for standard or specific test data conditions or perform a custom search for data based on the client’s written requirements.  Answer questions about testing and File One products.  Consult with clients as requested regarding testing strategies and scenarios. 

     

    What you’ll be doing: 

    • Manage client and software vendor access to the STAR test cases. 
    • Provide training on how to use the test data files. 
    • Maintain test data files on the STS site. 
    • Build test cases for scenarios that cannot be found on the STAR database. 
    • Perform research using the STAR Allout file when necessary. 
    • Run client’s custom solutions as needed to document custom scores and attributes and import into Excel. 
    • Write ad hoc programs to extract information from the ARF records. 
    • Update subcodes on STAR Customer Master on request. 
    • Troubleshoot testing and data issues; bring in other internal teams as needed for resolution. 
    • Participate in all File One releases and test changes that affect credit products.  Create new test data files for new File One products. 
    • Work closely with internal development and test teams 

      

    Qualifications 

     

    • Five years’ experience or more with Experian File One credit profile and other credit products preferred 
    • Previous experience in Customer Service working directly with clients highly desirable 
    • Previous experience with software quality assurance testing and/or understanding testing requirements 
    • Ability to multi-task 
    • Very detail oriented 
    • Project management skills 
    • Strong oral and written communication skills 
    • Can work under little to no supervision 
    • Experience with some or all of the following preferred: 
      • Microsoft Office programs – Excel, Word, Outlook 
      • Use of parsing text editor 
      • Mainframe/Easytrieve or SAS 

    Understanding of relational database structure 

    Additional Information

    All your information will be kept confidential according to EEO guidelines.

    Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU andand it reflects what we believe.  See our DEI work in action!

    If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

    Experian U.S. employees are required to be fully vaccinated for COVID-19.

    Experian Careers - Creating a better tomorrow together

    Find out what its like to work for Experian by clicking here

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