Job Summary:
WhatJobs is looking for dedicated and empathetic Remote Customer Support Representatives to join our growing team. Based out of the Philadelphia area but working fully remotely, you will be the first point of contact for our users, providing assistance and resolving issues related to their experience with the WhatJobs platform. This role requires excellent communication skills, patience, and a genuine desire to help others.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about WhatJobs services and features.
- Troubleshoot and resolve technical and non-technical issues reported by users.
- Escalate complex issues to the appropriate internal teams.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to improve products and services.
- Maintain a high level of customer satisfaction.
- Follow established procedures and guidelines for handling various customer scenarios.
- Stay informed about updates and changes to the WhatJobs platform.
- Educate customers on how to best utilize WhatJobs resources.
- Manage and prioritize multiple support requests simultaneously.
- Collaborate with team members and supervisors to share knowledge and best practices.
- Maintain a positive and empathetic attitude towards customers.
- Participate in ongoing training sessions to enhance skills and knowledge.
- Meet or exceed established performance metrics, such as response time and resolution rate.
- Assist in creating and updating customer support documentation and FAQs.
- Handle customer complaints and provide appropriate solutions or alternatives.
- Ensure data privacy and security when handling customer information.
- Provide feedback to the product team based on customer interactions.
- Test new features and report bugs from a customer perspective.
- Manage customer subscriptions and account details.
- Process refunds or adjustments when necessary.
- Identify opportunities for process improvement in the support workflow.
- Maintain a quiet and professional home office environment.
- Utilize support tools and software effectively.
- Engage in peer coaching and support.
- Ensure compliance with company policies and procedures.
- Contribute to a positive team environment, even in a remote setting.
- Handle urgent requests with efficiency.
- Maintain a thorough understanding of common user issues.
Qualifications:
- High school diploma or equivalent; Associate’s or Bachelor’s degree is a plus.
- Previous experience in customer service or a call center environment (1+ year preferred).
- Excellent verbal and written communication skills.
- Ability to troubleshoot basic technical issues.
- Proficiency in using CRM software and helpdesk tools.
- Strong problem-solving skills.
- Ability to work independently and manage time effectively in a remote setting.
- Patience and empathy when dealing with customers.
- Ability to adapt to changing processes and technologies.
- Reliable internet connection and a quiet workspace.
Join WhatJobs’ remote team and provide essential support to our users!
