Customer Support Representative Remote Jobs

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Vonage is hiring a Remote Technical Support Specialist II

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs. 

Our Customer Care Mission:We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

SOUND INTERESTING? CONTINUE READING BELOW…….

Why this role matters:

The Technical Support Specialist II is responsible for providing support to Vonage customers’ technical issues reported by ticketing system, email, and phone. They will be responsible for taking on ownership with both external and internal parties to define and resolve systemic issues, product enhancements and workarounds.

They will apply fundamental network and VoIP troubleshooting to resolve support tickets in an efficient and effective manner. The technician will also handle inbound/outbound calls, and adhere to outlined metrics around productivity and resolution.

Where you will work:

Fully Remote Worker – You will be home based in the US as opposed to a designated Vonage Office and you will work 100% of the time from home.

Time Zone Requirements: Must be located within the Eastern Time Zone. 

Sponsorship Not Available– Legal authorization to work in the US  is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

What you will do:

  • Determine/Isolate application and hardware related issues. 
  • Respond swiftly to customer issues, displaying ability to prioritize based on provided guidelines. 
  • Maintain performance measures including(not limited to) Tickets Per Hour closed, Adherence to phone/case management expectations, customer CSAT & DSAT. 
  • Handle customer calls while displaying technical competency and strong communication skills.
  • Work in a collaborative team environment sharing ideas and opportunities for increased efficiency.

What you will bring:

Required

  • 3-5  years of customer-facing experience in a technical role.
  • Strong Networking (Layer 2&3 topology, networking hardware, cabling, WAPs).
  • Understanding of VoIP (QoS, SIP Flow, Coded Negotiations).

Desirable

  • Excellent communication skills, including written and verbal. 
  • Strong analytical, problem solving and interpersonal skills.
  • Ability to:
    • Multitask and work in a fast paced/dynamic environment. 
    • Quickly respond to customer inquiries, requests and issues.
    • Communicate technical, process, and business information in language easily understood by diverse audiences.
    • Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage technology suite.
  • CCNA or equivalent networking coursework a plus

How you will benefit:

  • Medical, Vision, and Dental Coverage
  • Health Savings Account (HSA)
  • Income Protection
  • Maternity & Paternity Leave
  • 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
  • Unlimited Discretionary Time Off
  • Three Paid Volunteer Days a Year
  • Tuition Reimbursement
  • Voluntary Legal Plan
  • Optum Employee Assistance Program
  • Discount on Auto, Home & Pet Insurance

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

#HB-LI

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2d

Customer Support Representative

Task RabbitRemote NA
remote-firstc++

Task Rabbit is hiring a Remote Customer Support Representative

Taskrabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams. Communications will always be conducted by taskrabbit.com domain names.

About Taskrabbit:

Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more.

At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love.

Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

  • Taskrabbit is a remote-first company with employees distributed across the US and EU
  • 5-time Best Places to Work in 2022 by BuiltIn. Including Best Companies in SF, Best Mid-Sized Companies, and Best Benefits
  • DataBird journal’s “Best Places” Best Companies for Diversity, #1 2019 and 2020
  • DataBird journal’s “Best Places” Best Companies for Women, #4 2019 and #1 2020

About the Role

We are seeking a Customer Support Representative who will focus on handling partner and customer queries while ensuring a one-touch resolution experience. This role involves monitoring daily deliveries from fulfillment to completion and providing assistance to our users along the way. You will report to the Senior Supervisor, Partner Operations and work closely with other team members to maintain high standards of service.

 

The ideal candidate has a minimum of 2 years of customer service experience, particularly in handling complex customer interactions. You should be tech-savvy, adaptable, and passionate about delivering exceptional service in a fast-paced environment.

What You'll Work On:

  • Assist users in their entire experience. 
  • Efficiently address and solve user issues primarily via live channels (email, phone) while maintaining and exceeding KPIs.
  • Build connections and trust with our users, aiming for a first-time resolution.
  • Monitor daily deliveries, anticipate potential risks, and ensure on-time delivery and exceptional service.
  • Proactively solve issues using your knowledge and experience to make informed decisions.
  • Identify trends and provide constructive feedback to other teams as necessary.
  • Champion our partners and customers by identifying their needs and advocating for continuous improvement.

Your Areas Of Expertise:

  • Minimum 2 years of customer service experience, including handling complex customer interactions.
  • Experience with CRM tools. (We use Zendesk)
  • Experience with TMS (Transportation Management Systems)
  • Excellent typing skills and the ability to navigate online tools and systems.
  • Strong written and verbal communication skills with a command of grammar and spelling.
  • Reliable and punctual with excellent time management skills.
  • Adaptability and a love for change in a fast-paced environment.
  • Bilingual in English and Spanish is strongly preferred.
  • Available full-time (40 hours / week):  We run a 7 day a week business so weekend availability is a must
 

Compensation & Benefits: 

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable.  total compensation consists of base hourly rate + bonus + benefits + perks.

The hourly pay for this position is $21.50/hour. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.

You’ll love working here because:

  • Taskrabbit is a Remote-First Company. We value flexibility and choice but also stay committed to regular in-person connection.
  • The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with!
  • The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average.
  • The Perks. Taskrabbit offers US employees employer-paid health insurance and a 401k match with immediate vesting. Taskrabbit offers EU employees medical insurance. We offer all of our global employees, generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment. 

Taskrabbit’s commitment to Diversity and Inclusion:

An Active Commitment to Equity within our Company and Platform.

We are an inclusive community where all who share our mission and values belong. Our anti-racist culture actively strengthens the knowledge, understanding, and awareness of underrepresented experiences and our ongoing allyship commitment. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time.

Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. 

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. 

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5d

Customer Support Associate (Remote)

SquarespaceRemote, United States
Full TimeRustDesignc++

Squarespace is hiring a Remote Customer Support Associate (Remote)

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.

Your first two weeks at Squarespace will include mandatory virtual training from July 29 to August 9 taking place in Central Time. To apply, you must currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, or Utah.

You'll Get To…

  • Respond to customer-submitted live chats and email in a timely manner
  • Queue-based, typing work will account for approximately 90% of the role
  • Live Chat is our primary channel of support in this role
  • Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
  • Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
  • Stay up to date on new product features and improvements
  • Identify isolated customer experiences and escalate important issues

Who We're Looking For

  • Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
  • 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
  • Expertise with written communication and the ability to spot spelling and grammar errors
  • Proficiency with decoding conversations, identifying the cause, and aligning on end goals
  • Capability of prioritizing competing requests
  • Familiarity with the Squarespace platform
  • Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused
  • Currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, Utah

Benefits & Perks

  • A choice between medical plans with an option for 100% covered premiums
  • Health Savings Account with Squarespace funding
  • Fertility and adoption benefits
  • Supplemental Insurance plans
  • Headspace mindfulness app subscription
  • Retirement benefits with employer match
  • Flexible paid time off
  • Up to 20 weeks of paid family leave
  • Equity plan for all employees
  • $100 per month remote Stipend
  • Access to supplemental insurance plans for additional coverage
  • Education reimbursement
  • Employee donation match to community organizations
  • 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $17.55 USD per hour

The hourly rate for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Remote #LI-BW1

Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.

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7d

Technical Support Specialist

GrammarlyPoland; Hybrid
remote-firstsql

Grammarly is hiring a Remote Technical Support Specialist

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.

All roles have an in-person component: Conditions permitting, teams meet 2–4 weeks every quarter at one of Grammarly’s hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków.This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity.

Grammarly team members in this role must be based in Poland, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of theFortune500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals, we’re looking for a Technical Support Specialist to provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This person will assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding. They will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working cross-functionally with teams across Grammarly.

Your impact

As a Technical Support Specialist, you will be the first point of contact for Grammarly customers. Knowing our product offerings inside and out, you will become a product expert. You will take ownership of finding improved ways to deliver exceptional customer service and refine customer support solutions. 

In this role, you will: 

  • Respond to various technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required.
  • Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams. 
  • Work closely with your quality assurance lead to meet ticket volume and quality requirements.
  • Improve the team’s productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content.
  • Create individual OKRs and contribute toward team-wide OKRs to help us meet our ambitious goals. 

Curious about what you’ll focus on first?

  • Within the first 30 days, you will get familiar with Grammarly’s product offerings, support tools, workflows, and all user interaction types. 
  • By month three, you will autonomously troubleshoot a variety of low- and medium-complexity cases. 
  • By month six, you will contribute to the team’s OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
  • By the end of year one, you will improve customer service procedures, policies, and standards to boost team efficiency.

We’re looking for someone who

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.
  • Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
  • Has excellent written and spoken English.
  • Has familiarity with both Microsoft Windows and macOS operating systems and can identify problems and replicate software glitches.
  • Has technical customer service experience and is familiar with ticketing tools like Zendesk and JIRA.
  • Demonstrates strong reading comprehension and attention to detail.
  • Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
  • Fosters excellent communication skills with strong critical thinking and problem-solving skills.
  • Advantage but not required: Knowledge of console commands, terminal usage, SQL, and deployment/provisioning methods.

Support for you, professionally and personally

  • Professional growth:We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We support professional development and advancement with training, coaching, and regular feedback.
  • A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. 
  • Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law. 

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidates here

#LI-OO1

#LI-Hybrid

All team members meeting in person for official Grammarly business or working from a hub location are strongly encouraged to be vaccinated against COVID-19.

 

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7d

Customer Support Specialist

GrammarlyPoland; Hybrid
remote-first

Grammarly is hiring a Remote Customer Support Specialist

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.

All roles have an in-person component: Conditions permitting, teams meet 2–4 weeks every quarter at one of Grammarly’s hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków.This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity.

Grammarly team members in this role must be based in Poland, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals,we’re looking for a Customer Support Specialist to join ourCustomer Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This role includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. The Customer Support Specialistwill be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working with the rest of the Grammarly teams.

Your impact

As a Customer Support Specialist, you will provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This role includes assistance in product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and off boarding. In this role, you will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working with the rest of the Grammarly teams. Your success will have a direct impact on improving Grammarly’s product offerings and refining Customer Support solutions. 

  • Within the first 30 days, you will get familiar with the product, support tools, workflows, and all user interaction types. 
  • By month three, you will autonomously troubleshoot a variety of low- and medium- complexity cases. 
  • By month six, you will contribute to the team's OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
  • By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards.

We’re looking for someone who

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.
  • Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
  • Wakes up in the morning wanting to provide exceptional service experience. 
  • Has excellent written and spoken English. 
  • Is a good communicator with strong critical thinking and problem-solving skills.
  • Has strong reading comprehension and attention to detail. 
  • Has customer service experience and familiarity with tools like Zendesk, and JIRA. (This is not required but is a plus!) 
  • Has a background in business or humanities. 

Support for you, professionally and personally

  • Professional growth:We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We also support professional development and advancement with training, coaching, and regular feedback.
  • A connected team:Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC andLGBTQIA+team members, women, and parents.We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
  • Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law. 

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidateshere

#LI-OO1

#LI-Hybrid

All team members meeting in person for official Grammarly business or working from a hub location are strongly encouraged to be vaccinated against COVID-19.

 

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10d

Technical Support Specialist

RittalRemote
SalesMid LevelFull TimeDesignc++

Rittal is hiring a Remote Technical Support Specialist

Technical Support Specialist - Rittal LLC - Career PageCreate and conduct training programs for the Customer Engagement team and other te

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19d

Customer Support Specialist II

SalesFull Timetableau

PartnerHero is hiring a Remote Customer Support Specialist II

Customer Support Specialist II - PartnerHero - Career PageSee more jobs at PartnerHero

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22d

Manager, Customer Support

SamsaraRemote - US

Samsara is hiring a Remote Manager, Customer Support

Job Application for Manager, Customer Support at Samsara  I don't wish to answer

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Pole To Openings is hiring a Remote Customer Support Specialist -(Japanese)

  • Support the customer service operations including but not limited to evaluating, monitoring, analyzing of results, and implementing any changes.
  • Perform (JP-EN, EN-JP) language translation and proofreading where necessary.
  • Respond and support players issues via chat and email, including but not limited to password resets and more.
  • Business hours: Shift based - 11:00-20:00/12:00-21:00
  • Support 365 days a year including weekends and holidays (shift work)
    • Native reading and writing skills in Japanese.
    • Business level English
    • Experience in translation and/or localization is appreciated.
    • Passionate about the video game industry.
    • Strong logical thinking.
    • Customer service (nice to have) and/or video game, travel support, help desk, technical support experience within an email contact center environment.
    • Able to deliver excellent customer service via email and chat.
    • Able to understand games from a gamer’s perspective.
    • Capable of analyzing and solving information accurately and swiftly within guidelines.
    • Possesses a team player mentality.
  • Collaborating with people creating innovative interactive entertainment.
  • Dynamic and entrepreneurial culture.
  • Video games focused environment.
  • Contract Employee*Permanent employee promotion is available.
  • Trial period: 3 months / No change in conditions.
  • Up to 50,000 yen reimbursement or train pass.

Who we are:

PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW, Family of Brands

See more jobs at Pole To Openings

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25d

Customer Support Representative - MakeMusic

PeakswareLouisville,Colorado,United States, Remote Hybrid
SalesUX

Peaksware is hiring a Remote Customer Support Representative - MakeMusic

This is a seasonal, hourly paid position where you will be expected to work 40 hours per week and is anticipated to last from July 1, 2024 through October 31, 2024

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary:

As Seasonal Customer Support Representative, you will be primarily responsible for delivering an exceptional customer service experience by resolving customer inquiries to ensure customer satisfaction and retention. You will also be responsible for the promotion and selling of the company products and contributing to the online product knowledge base.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Customer Support Team, work in close collaboration with Sales, Marketing and Product Teams, and report to the Manager, Customer Support,

Core Functions:

  • Receive inbound phone calls, emails, and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
  • Support placing customer orders, processing refunds and answering accounting-related questions using internal platforms, including, but not limited to, CSI, MakeMusic Cloud Support Portal, Netsuite, and Braintree.
  • Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
  • Engage the customer to suggest the use of additional products when applicable.
  • Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
  • Influence the customer experience by providing feedback on the voice of the customer.
  • Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
  • Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
  • Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
  • Assist in editing and updating technical and FAQ documentation.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s degree required, preferably in Music or Music Education.
  • Minimum 1-year experience using MakeMusic Cloud (formerly known as SmartMusic) and/or Finale.
  • Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars etc.
  • Demonstrated effectiveness in verbal and written technical communication.
  • Superior customer service and problem-solving skills.
  • Maintaining a calm demeanor during escalated situations.
  • Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
  • Strong ability to multitask under minimal supervision.
  • Technical proficiency with PC and Mac platforms.
  • Strong organizational and time management skills.

Desired Qualifications:

  • Passion for music.
  • Demonstrated use of additional music technology, including hardware (MIDI controllers, audio interfaces, live sound, etc.) and software (DAWs, sequencers, instrument sample libraries).
  • Customer-facing service experience, either in-person, via telephone, or via email/online communication.
  • Experience with ZenDesk.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Compensation:

Peaksware/MakeMusic is committed to fair and equitable compensation practices. The hourly range for this role in Colorado is $14.49 - $24.15/hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Please contactcareers@peaksware.comif you require a reasonable accommodation to review our website or to apply online.

Work Environment:

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

To view the Peaksware Privacy Policy, clickhere. By submitting an application, you acknowledge and agree to the Peaksware Privacy Policy.

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26d

Regional Technical Support Manager

Live PersonHyderabad, Telangana, India (Remote)
Sales5 years of experiencec++css

Live Person is hiring a Remote Regional Technical Support Manager

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Regional Support Engineering Manager will significantly contribute to the success of LivePerson’s Global Customer Care. This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. Essential collaboration in this role will be with the different Customer Care, Engineering, and Success teams and external stakeholders.

You will report to the Regional Support Director

You will:

  • Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.
  • Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.
  • Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.
  • Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables.
  • In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously.
  • Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement.
  • Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting their skills development.
  • Ensure the successful onboarding and development of Technical Support Engineers.
  • Evaluate knowledge ramp-up opportunities to ensure advanced skills in the latest technologies used by LivePerson.
  • Collaborate cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded.
  • Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums.
  • Foster high employee satisfaction within the team.
  • Drive and work frequently with cross-functional teams on global projects.
  • Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health.
  • Analyze customer data and metrics to identify trends and patterns and provide feedback to the support team and management.
  • Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.
  • Develop career opportunities for the team members.

Skills and Abilities 

  • A highly motivated individual with a positive and proactive attitude.
  • Must be highly customer-oriented, promoting empathy throughout, and dedicated to teamwork and collaboration.
  • Critical thinking and growth mindset.
  • Strong leadership skills with the ability to prioritize and execute to drive success.
  • Ability to successfully navigate ambiguity and adapt to new and dynamic environments.
  • Ability to act rapidly and logically under pressure and effectively engage with others to overcome challenges.
  • Strong leadership and people management skills, including experience in developing and coaching team members.
  • Versatility, flexibility, and a willingness to work with enthusiasm in a constantly changing environment.
  • Ability to interact and partner with all levels of management internally and with customer organizations your team supports.
  • Operate under pressure and be available to step in and manage a crisis internally and with customers as needed.
  • Flexibility to work beyond regular hours as required from time to time.
  • Ability to work during the US Eastern Time Zone.

You have:

  • B.A. or B.Sc. in a related field, preferably Computer Science or Engineering, or an equivalent combination of education and experience.
  • Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives.
  • At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field.
  • Strong understanding of object-oriented languages, server-side scripting, and databases.
  • Experience with network and web protocols (WS, TLS, HTTP, CSS).
  • Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.).
  • 1-3 years of management experience leading teams of technical support engineers.

Benefits:

  • Health: medical, dental, and vision
  • Time away: vacation and holidays
  • Development: Generous tuition reimbursement and access to internal professional development resources.
  • Equal opportunity employer
  • #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson: 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

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26d

Technical Support Specialist

EAC Product Development SolutionsMinneapolis, MN, Remote
sqlmobileiosjavaandroid

EAC Product Development Solutions is hiring a Remote Technical Support Specialist

Job Description

Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

  • Engage with System Administrators, Field Consultants, Developers, and Engineers onsite at customer locations or virtually to reactively and proactively diagnose software issues pertaining to the deployment, customization, or operation of PTC’s product integrations.
  • Provide and document solutions or offer potential on-site assistance for complex customer issues, emphasizing a customer-centric approach.
  • Ensure easy accessibility for customers through their preferred communication channels.
  • Strive collectively to identify the best solution (defect fixes, workarounds, alternative approaches) to deliver resolutions while maintaining a best-in-class customer experience.
  • Operate effectively, clearly, and succinctly and demonstrate an awareness of the full breadth of services offered by the customer and EAC.
  • Primarily focus on resolving customer cases, developing knowledge with case closure.
  • Assist team members in the timely closure of any outstanding customer cases as needed.
  • Meet or exceed the Service Agreement requirements, case quality and customer satisfaction goals per the company standards.
  • Collaborate with internal and external stakeholders to integrate application support activities.
  • Assess the business impact of customer issue(s) raised and update the stakeholders about such impact.
  • Create knowledge articles and peer review of articles for resolved customer issues.
  • Assess and understand customer needs, exercise empathy, and guide the customer’s expectations.
  • Other duties as assigned as company needs dictate.

Qualifications

An equivalent combination of education, training and experience will be considered.

  • Bachelor’s Degree in Computer Science, Information Systems, or Engineering.
  • Must be available to work on-call outside of normal business hours including some weekend hours and able to adjust your work schedule accordingly.  
  • 2+ years’ professional experience in technical support, preferably in a software or technology-related industry.
  • MUST have industry knowledge of PTC products and their integration with customer systems and preferably 3+ years of experience.
  • Sound knowledge and hands-on exposure to NetSuite and/or Zendesk.
  • Exposure to the implementation, support, consulting, or development in enterprise business applications including XML, Web Services, HTML, SQL, Java, and JavaScript.
  • 2+ years of experience Coding, testing and/or debugging applications programs.
  • Experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android, and Windows mobile.
  • Ability to quickly adapt to new technologies.
  • Basic diagnostic ability, tuning, and/or changing complex applications to optimize the product to perform to customer expectations.
  • Exposure to enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware).
  • Ability to develop a coherent plan of action that meets stakeholders needs to resolve a given situation as quickly as possible.
  • Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
  • Prior customer facing experience, preferably in a call center setting.
  • Must have excellent verbal, written, and interpersonal communication skills with the ability to communicate technical concepts effectively to non-technical stakeholders if needed.
  • Must have ability to work with time-sensitive deadlines, manage multiple priorities simultaneously, and meet the project and corporate goals.
  • Must possess good organizational skills, be able to work independently with focus and discipline to achieve the customer and company goals.
  • Ability to perform consistently with high collaboration and output.

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IPS- Integrated Practice Solutions is hiring a Remote Technical Support Specialist

Technical Support Specialist - PracticeTek - Career PageIn this position, you'll have the opportunity to become a superhero for our customers, guiding them through the ins and outs of the Doctible platform. Through comprehensive training, you'll

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+30d

Customer Support Associate

Second NatureUnited Kingdom, Remote
B2Cmobile

Second Nature is hiring a Remote Customer Support Associate

  • Location: fully remote working - UK only
  • Hours: Full-time, 40 hours per week
  • Salary: £24,500
  • Working hours may include weekend and bank holiday work

The Challenge

Obesity has become a global epidemic; in the UK, we spend £9 billion a year alone on diseases like type 2 diabetes (that’s 10% of the NHS budget). What’s shocking is most of this is preventable – through sustained lifestyle and habit change.

Enter Second Nature...

We’re here to help people take control of their health. By bringing together the latest behavioural science, psychology, technology, and the talents of our incredible team, our mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.

Our habit-change programme – delivered digitally through mobile and web apps – helps people to transform their lifestyle, lose weight, and ultimately reduce their risk for serious conditions such as type 2 diabetes and heart disease.

About us:

  • We've positively changed the lives of over 250,000 people
  • We're rated 'Excellent' by over 7k of our members on Trustpilot
  • We're growing extremely quickly & are now a profitable business
  • We’re one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health
  • We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future
  • Our team members stay with us for an average of 4.3 years

You can find out more about working with us here and here.

The Role

We are looking to bring on a Customer Support Associate to help us continue to deliver the best customer service to our members.

The role primarily entails:

  • Supporting our members via email and over the phone throughout their Second Nature journey
  • Problem-solving simple and complex queries in a meticulous, empathetic, and timely manner
  • Striving to deliver exceptionally high customer satisfaction by consistently exceeding customer expectations
  • Handling customer complaints with empathy and patience, escalating when appropriate

The role will keep you on your toes, communicating with people from a wide range of backgrounds and health motivations. You'll get to know our programme and the app in detail and you'll gain great insights into our members.

  • This is a heavily task-orientated role. Therefore, the ideal person really thrives on getting a lot of things done in an efficient manner
  • You're able to work to targets and always strive for continuous improvement, personally and within your work function
  • You're curious and you always seek out the root cause to better improve customer experience
  • You love communicating with people. Interacting with customers and solving their problems motivates you and gives you energy
  • You'll need to be particularly strong, efficient, and thorough when it comes to email- and phone call-based communications
  • You'll be comfortable dealing with sensitive conversations over phone and email
  • You're a quick learner and you easily adapt to new or changing processes
  • You're highly empathetic and care about the problems our members are facing
  • You'll see first-hand the impact that we have on improving thousands of people's lives and tackling the obesity crisis on a daily basis
  • You'll get to work with amazing, friendly, smart colleagues all incredibly passionate about solving the type 2 diabetes epidemic
  • 25 days of holiday plus national holidays
  • Quarterly company socials in London
  • A budget of £200/year to spend on professional development

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+30d

Client Support Manager

BrightspeedCharlotte, NC, Remote
Sales

Brightspeed is hiring a Remote Client Support Manager

Job Description

Brightspeed is looking for a Client Support Manager to join our Team! The Client Support Manager plays a pivotal role in supporting our value-added reseller accounts (VAR). In this fast-paced environment you will navigate between pre-sale and post-sales activities, ensuring exceptional support, and contributing to the growth and retention of the client account. The CSM will act as a single point of contact to clients, fostering client satisfaction and strengthening our brand through effective communications and accountability.

As A Client Support Manager, Your Responsibilities Will Include:

  • Day to day management of assigned accounts not limited to generating sales requests, order tracking and research.
  • Conduct regularly scheduled customer billing reviews (BR) and touchpoints improving customer satisfaction (CSAT) and net promotor score (NPS)
  • Financial accountability by focused efforts to improve and control aging (AR), churn and adjustments.
  • Provide customer training on systems and tools – as needed.
  • Travel for customer presentation or meetings, internal team meetings, special events – as requested.
  • Ad Hoc support as required.
  • Partner with internal departments to drive process improvements contributing to overall client experience.
  • May perform other duties as assigned.
    • “The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.”

 

Qualifications

What It Takes To Catch Our Eye:

  • Education — minimum of high school diploma.
  • Work Experience — minimum of 2 years of experience in a customer facing position (sales, client services, customer care etc.). Minimum of 2 years in telecommunications (ILEC/CLEC) or multi-service operator (MSO) environment, like industry or an environment with heavy focus on repetitive, task-based work.
  • Certifications and licenses — not required.
  • Knowledge and technical skills — MS office, CABS, salesforce.com.

Bonus Points For:

  • Prior experience handling customer proprietary information. Have worked in a fast-paced environment.

Physical Demands:

  • Ability to work from home office environment with minimal distraction.
  • Travel may be required (Air/Auto/other) and may include overnight stays. Travel is not expected to exceed 25% in any calendar year.
  • Ability to sit for long durations in office type environment, while operating standard office equipment such as laptop, dual monitors, and other handheld or electronic devices.
  • Additional work outside standard working hours may be required including evenings, weekends, and holidays.

 

#LI-AK1

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+30d

Technical Support Manager

Mid LevelMaster’s Degree

K2 Integrity is hiring a Remote Technical Support Manager

Technical Support Manager - K2 Integrity - Career Page

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+30d

Customer Support Associate

TruebillWashington, D.C., Remote(USA)
B2Cc++

Truebill is hiring a Remote Customer Support Associate

ABOUT ROCKET MONEY ????

Rocket Money’s mission is to empower people to live their best financial lives. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

We’re currently looking for a full-time Customer Experience Associate who shares this mission and wants to contribute to our support team as we continue to grow.

ABOUT THE ROLE ????‍♀️

  • Use an online chat platform to talk with Rocket Money's members.
  • You’ll provide excellent customer service, answer questions about the app, assist members with their accounts, and solve general issues.
  • Provide resources and guide members on how to maximize their Premium Memberships.
  • Escalate technical issues to the engineering team and communicate solutions to members.
  • Draft support articles and assist with creating member tutorials.
  • Use the Rocket Money app regularly and provide detailed feedback to the product team on beta features.
  • Other duties as assigned by supervisor.

Only short-listed candidates will be contacted for an interview.


ABOUT YOU ????

  • You have an interest in personal finance and a desire to see others succeed in managing their money.
  • Great Communication -- Your writing is impressive and you love talking with people!
  • Empathetic -- You're able to relate to and validate our member's experiences and find meaningful solutions to make the situation better.
  • Proactive Problem Solving -- you’re able to identify possible issues and potential resolutions.
  • Workflow Management -- You know how to efficiently balance multiple competing priorities.
  • Taking Initiative -- You’re willing to jump in and help wherever help is needed. You love to learn and are constantly looking to improve.
  • Self-Motivation -- You're committed to improving professionally and personally. You love to push yourself to the limits of your ability.
  • Customer service experience in a B2C tech company is a plus!

 

WE OFFER ????

  • Health, Dental & Vision Plans
  • Competitive Pay
  • Matching 401k
  • Unlimited PTO
  • Lunch daily
  • Snacks & Coffee
  • Commuter benefits

Additional information: Salary range of $20 - $24/hour + bonus + benefits. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Rocket Money is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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+30d

Customer Support Specialist (Contract)

carsalesMelbourne, Australia, Remote
Designhtml5

carsales is hiring a Remote Customer Support Specialist (Contract)

Job Description

What you’ll do

This is your opportunity to join i-motor’s Customer Relationship Management Team for a 6 Month Fixed Term Contract as aCustomer Support Consultant.

As part of this team, you will be responsible for being the first point of contact for all technical, website and support issues.

  • Provide product/services information, answer questions, and resolve any emerging problems that our customers might face, with accuracy and efficiency, via phone, email or our online helpdesk. 
  • Offer advice and recommendations, from diagnosis through to resolution via our ticketing system.
  • Collaborate and connect with established dealership accounts to maintain and retain business relationships.
  • Assist in establishing and maintaining brand content including brand guidelines, special offers and vehicle data to ensure correct manufacture and dealership representation.

Qualifications

What we are looking for?

  • Good computer literacy and data entry skills, plus an intermediate understanding of HTML5 & CSS3 and Adobe Photoshop.
  • 2 + years of experience in a Customer facing role with demonstrated ability to develop relationships and maintain a disciplined and process oriented approach to daily tasks.
  • A confident communicator able to understand technical issues and translate them to a non-technical audience.
  • The ability to multitask, priorities workload and adapt quickly to change.
  • Someone with a clear track record of meeting KPIs, capable of working independently, while driving self-accountability around the quality and speed of their work.
  • Reliable and dependable person with outstanding written and verbal communication skills who would enjoy working within a team, to design and implement creative solutions to problems.
  • Excellent time management skills and belief that details and accuracy matters.

If you are passionate about customer service, website maintenance and design, brand management and building relationships, then we want to hear from you.

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+30d

Technical Support Specialist

Veolia Environnement SAMinnetonka, MN, Remote
5 years of experienceDesign

Veolia Environnement SA is hiring a Remote Technical Support Specialist

Job Description

Technical Support Specialist will focus on effective post commissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24/7 after hours support. Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME). This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines. It will require strong people management and technical skills.  

Work Location: Remote or Minnetonka, MN or Oakville, Canada

Salary Range $70,000-$90,000

The support specialist will be troubleshooting water treatment equipment, this is not an IT role.

Responsibilities:

  • Supporting the customers globally whom have purchased Veolia based systems or products. 
  • Ensuring that the Veolia customers (install Base) has the best Customer Experience in the industry so that they return for high margin replacements.
  • Organize and drive feedback to engineering and product management for sustained product and project delivery improvement.
  • Manage incoming customer issues/claims with available tools to track & communicate cases until solutions provided to customers satisfaction.
  • Represent the Veolia technical support team as an active 24/7 after hours on call representative.
  • Manage customer warranty claims within assigned DOA levels & work with various business group’s (CSC, Engineering, Project/Product Management, After Market Services etc.)  to execute claim closure, parts identification & service opportunity identification.  
  • Training operator’s (understanding alarms, sequences, modes, CLC, OSC) Training can be via phone, web casts or actual site visits.
  • Demonstrated understanding of Controls/Programming/Networks across various water treatment systems.
  • Mechanical experience and know-how (hands on, reading and interpreting drawings, etc.), particularly with water treatment equipment (pumps, valves, instrumentation, relief valves, regulators, pneumatic systems, etc.).
  • Electrical experience and know-how (hands on, reading and interpreting drawings, etc.), particularly with electrical panels and water treatment equipment.
  • Support various mechanical issues with equipment outside of Veolia core products i.e. 3rd party vendor supplied equipment & parts.
  • Support various hydraulic issues including review of customer designed piping arrangements to resolve water hammer, air entrainment issues that are common with water treatment systems.
  • Support various instrumentation, calibration & set-point inquiries for Veolia systems that utilize on line instrumentation for measuring flow, pressure, temperature, level, pH, DO, conductivity/resistivity etc. 
  • Support process related issues including chemical dosages, best practices & helping customer with the day to day operation of their plants. 

Qualifications

Qualifications/Requirements:

  • BS in a STEM field and/or a minimum of 5 years of experience in water/wastewater treatment projects or related fields.
  • Ability to work in a fast pace environment and operate independently to deliver business results.
  • Shift: 8am-5pm CST, plus 24/7 on-call coverage 25% of the time
  • Clear and concise communication skills.
  • Drive a winning mentality and culture.

Desired:

  • Knowledge of Veolia Water Technologies & Solutions products, solutions, and applications.
  • Excellent computer skills (i.e., Excel, Word and PowerPoint).
  • Relevant field experience working on the Veolia WTS products.  
  • Background in Root Cause Analysis (RCA) tools.
  • Focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams.
  • Working knowledge and experience of PLC & HMI/SCADA programming and troubleshooting (Rockwell, GE-IP/Emerson preferred).
  • Working knowledge and experience with industrial networking and fieldbus’.
  • Mathematical skills, including math operations in all units of measure, using whole numbers, fractions, decimals, ratio and percentage.
  • Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO/ED, UF/MBR, Ion Exchange, ADT and Thermal technologies.
  • Demonstrated ability to read and interpret instruction and safety manuals.
  • Demonstrated ability to work independently.
  • Demonstrated ability to plan multiple priorities, focus on the most important ones.
  • Demonstrated ability to adapt quickly to new problems, clients, and situations.
  • Demonstrated ability to make timely and correct decisions without all the information.

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+30d

Support Specialist

UltraLinqNew York, NY Remote
Sales

UltraLinq is hiring a Remote Support Specialist

What and who we are: UltraLinq Healthcare Solutions, Inc. is a SaaS cloud-based medical image solution. We give our clients the ability to read, store, report and archive anytime and from anywhere with an internet connection. We are a mature SaaS company with a startup mentality. Our team solely consists of passionate, motivated problem-solvers dedicated to providing exemplary service to our customers as we improve the healthcare experience for healthcare providers and professionals. We nurture a casual, diverse and energetic atmosphere with highly supportive co-workers.

Who we need: We are currently seeking a Technical Support Specialist to join our New York office. This is a great position for someone who enjoys troubleshooting, working as part of a small team, and participating in collaborative process and procedure development. We subscribe to a hybrid model where employees will be working remotely for the most part with 1 to 2 weekly in-office days in our Long Island City office location.

Why you should apply: If you are thinking of joining the Health Information Technology industry, this position is a good launchpad. You will be introduced to the growing field of cloud-based software and its impact as a disruptor for regulated medical devices, as UltraLinq is cleared by the FDA as a Class II Medical Device and is CE marked as a Class I Medical Device. You’ll also learn about PACS, SaaS, DICOM interoperability, networking imaging modalities and virtual reporting and delivery solutions including HL7 integration.

How to succeed in this role: A successful candidate is someone who takes initiative to explore the features of our product and seeks to understand WHY our features and solutions work rather than just HOW. To join our team, you’ll need to be a quick and flexible thinker and eager to learn as much as you can so you can speak to medical health professionals (sonographers, physicians, medical billers, hospital I.T. administrators, etc.) confidently about UltraLinq.

In this position you will:

  • Apply your technical expertise to quickly resolve both simple and complex problems.
  • Troubleshoot technical problems with clients by phone and via Zendesk.
  • Create FAQs or other documentation for problem solving.
  • Collaborate with the team to document and/or resolve product issues.
  • Maintain excellent customer communication and follow up throughout the troubleshooting process.
  • Provide detailed documentation of reported product issues and resolutions.
  • Deliver constructive product feedback as it is received from customers.
  • Suggest ways in which UltraLinq can improve the overall customer experience.


Experience:

  • Minimum 1 year experience in a customer-facing telephone support role
  • Work or education related experience which required the ability to think critically in order to solve problems
  • A help desk, healthcare information technology or medical background (or a related field of study) is a plus.
  • Experience as a server or in a high-volume retail position is also a plus (skills honed in that role transfer exceptionally well).


Skills/Knowledge:

  • Excellent professional and technical writing skills including tone, clarity grammar, punctuation skills are required specifically for, but not limited to, internal documentation.
  • Outstanding verbal and written customer-facing communication skills.
  • Demonstrated aptitude for troubleshooting and diagnosing technical problems.
  • Must be customer-oriented and provide exceptional customer service to clients.
  • Strong attention to detail, time management, and organizational ability.
  • Able to work independently within defined processes and procedures.
  • A passion for healthcare is a strong plus!


Benefits:UltraLinq values personal and professional balance and growth that’s demonstrated through our offered benefits. Some of which include health insurance offerings, 401K offerings, pre-tax commuter benefits, a flexible Vacation policy, and a Vacation Incentive. We offer a competitive base salary and commission structure for our Sales roles.

Application Instructions:Along with your resume, please submit a cover letter explaining your interest in joining or continuing in the Healthcare IT industry.

A note about our commitment to equal opportunity and diversity:
All qualified persons eligible to work in the United States are encouraged to apply including, but not limited to, all nationalities, religions, gender identities, ages, ancestries, sexual orientations, marital statuses, disabilities, military services, or other non-merit factors.

Please note:We are currently looking for candidates located in the New York City area.

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