Gaggle Support Representative
This is a remote position.
Do you want to be part of a team that saves lives? Gaggle works with K-12 schools to prevent bullying, school violence, self-harm and suicide. Gaggle is an established, profitable company, growing over 20% each year. We are on a mission and we need your help. The work is unequivocally worthwhile - we’ve saved over 1,400 student lives last school year.
Reporting to the Gaggle Support Team Supervisor, the entry level Gaggle Support Representative has the primary responsibility of providing excellent customer service by way of many different channels including email, phone and live chat. You should have a passion for assisting customers and the ability to troubleshoot issues to help resolve customer inquiries.
Responsibilities:
- Work to resolve technical problems reported by customers via phone (inbound and outbound), email and live chat
- Provide exceptional customer service in a responsive, resourceful, and friendly manner
- Answer questions related to Gaggle products by working extensively within the G Suite and Office365 applications
- Analyze and review customer system setup to ensure accuracy
- Educate customers on their particular Gaggle services and resources
- Work with assigned customers to implement services and to provide ongoing support
Requirements:
- Minimum of 1 year customer service and other relevant experience
- Must have proven experience demonstrating a customer-first attitude and be service-oriented, friendly, and possess a positive attitude
- Strong problem solving skills and the desire to dig deep to analyze customer issues, solve problems, and document the details in our records
- We believe in providing exceptional customer service which will require excellent communication skills, both written and verbal
- Ability to work a full time position with flexibility to cover all hours of customer needs
Preferred Requisites:
- College Degree or equivalent experience
- Experience using G Suite and/or Office365 by way of the administration tools
- Knowledge of CRM and help desk solutions such as Salesforce Service Cloud.
- Previous software experience
Additional Information:
- Reports to the Gaggle Support Team Supervisor
- Salary range for position is $48,000.00-$52,000 and is commensurate with the candidate’s level of experience
- This is a work-from-home position; a reliable high-speed connection and a private, dedicated work area with the ability to work for hours at a time with little to no disruption is required.
- It is important to note that in this position, you will be required to view content of a sensitive nature including exposure to graphic content that may contain nudity from time to time. Your workspace should allow for privacy so no other parties are exposed to this content.
- This role requires sedentary and/or light-duty office work as well as high visual acuity; candidates must be able to work for up to 8 hours a day while looking at a computer screen, reading material on a computer screen and sitting for long periods of time.
- The ability to reach expectations and manage work-life balance with minimal supervision.
The position will offer a competitive compensation package composed of salary commensurate with the candidate’s level of experience. Employee benefits include, but are not limited to medical, dental and vision, an extensive Employee Assistance Program, and participation in the Company’s 401(k) plan with a 4% company contribution. Access to WorkLifeMatters Employee Assistance Program includes 6 free face-to-face counseling visits per employee/household member per year and unlimited telephone counseling 24/7/365..
Job Type: Full-time
Diversity, Equity, and Inclusion
At Gaggle, a diverse, inclusive, and equitable workplace is one where all employees and customers, whatever their gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or disability, feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and worksites. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We’re committed to maintaining an inclusive environment with equitable treatment for all.
EOE/M/F/Vet/Disability
