WhatJobs is hiring dedicated Remote Customer Support Specialists to serve our clients nationwide, based near Austin, Texas (remote position).
About Us: WhatJobs is committed to providing accessible and efficient customer support. We leverage technology to enable a fully remote support team that can assist our customers from anywhere, maintaining high standards of service.
Role Overview: As a Remote Customer Support Specialist, you will provide assistance and resolve issues for customers primarily through digital channels (email, chat, and potentially phone). You will troubleshoot problems, provide information, and ensure a positive customer experience. This role requires strong technical aptitude, excellent communication, and the ability to work effectively from a home office environment.
Responsibilities:
- Respond to customer inquiries and support requests via email, chat, and phone.
- Troubleshoot technical issues and guide customers through solutions.
- Provide information about products, services, and policies.
- Resolve customer complaints and escalate complex issues as needed.
- Maintain accurate records of customer interactions in the CRM system.
- Follow standard procedures for proper call, chat, and email etiquette.
- Identify opportunities to improve the customer experience.
- Stay updated on product knowledge and company policies.
- Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
- Communicate effectively with other team members and supervisors.
- Maintain a professional and quiet work environment at home.
- Adhere to data privacy and security protocols.
- Suggest process improvements based on customer feedback.
- Assist in creating and updating support documentation.
- Participate in remote training sessions and team meetings.
Qualifications:
- High school diploma or equivalent; Associate’s degree or higher is a plus.
- Minimum of 1+ year of experience in a customer support role, preferably remote.
- Excellent written and verbal communication skills.
- Strong technical aptitude and ability to troubleshoot common issues.
- Proficiency in using CRM systems and helpdesk software.
- Ability to work independently and manage time effectively in a remote setting.
- Strong problem-solving skills and attention to detail.
- Ability to handle multiple tasks and interactions simultaneously.
- Customer-focused attitude with empathy and patience.
- Reliable internet connection and a suitable home office setup.
- Ability to sit for extended periods.
- Experience with chat and email support is highly desirable.
- Must be located within a commutable distance of Austin, TX for occasional in-person meetings if required (though position is primarily remote).
WhatJobs offers a competitive salary, comprehensive benefits, and the flexibility of a fully remote position. Join WhatJobs and provide essential support to our customers from the comfort of your home office.
