Customer Support Representative

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

This position is for the Firstbase business unit

Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the core infrastructure that makes going remote easy for companies. Firstbase helps companies setup, manage, maintain, and retrieve all the physical equipment remote workers need to work from home.

We are a small and fully distributed team with a fast growing and challenging client base, currently spanning from the US to Pakistan and we take pride in our ability to function as an effective remote-first organization. 

About You

The Customer Experience team is the driving force delivering an unparalleled customer experience to those who have chosen to make the investment in their people.

Our customers are asking us to solve the most difficult challenges behind supporting remote work; making sure remote workers are set up to be successful in their chosen space. Our Customer Experience team is the group that not only guides them on their journey, but is also their most trusted resource along the way. This team breaks through barriers and works to deliver the best customer experience possible, because it is what we would want for ourselves. We aim to take the burden of logistics off of our users across the world, while making them excited to have partnered with Firstbase.

We are seeking a Customer Experience Associate to work ET and/or CT time zones to assist our customers with optimizing their experience with Firstbase. We are looking for someone who demonstrates empathy, organizational skills, as well as problem solving abilities, to assist us in the remote work revolution.

Onboarding includes a comprehensive training and shadowing experience that will empower you to support our customers with ease.

This is a remote position that can be done from almost anywhere.

What you’ll do and how you’ll have an impact

• Respond to and resolve customer queries and other inbound/outbound requests in a thoughtful, timely and accurate way - via email.
• Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates.
• Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves.
• Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams).
• Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements.

What we're looking for

• BA/BS degree or similar university education
• 2+ years experience as a Customer Support Specialist in physical goods operations companies, working with logistics carriers and warehouse operations
• Ability to work quickly and independently with excellent time management skills
• Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
• Experience using Zendesk, Jira and/or other help desk software and remote support tools.
• Ability to adapt to new tools and technologies

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice