Offer summary

Qualifications:

Proven experience as a Customer Service Representative or similar role., Strong communication skills in English, both written and spoken., Tech-savviness with familiarity in software tools like Asana, Slack, and Airtable., Ability to work independently, multitask, and resolve issues swiftly..

Key responsibilities:

Manage and respond to support emails and live chat inquiries.

Escalate complex issues to technical support teams.

Direct clients to appropriate departments and assist with agreement creation.

Coordinate project updates and provide access to necessary tools for team members.

Job description

Position: Customer Service Representative

Number of hours: 40 hours/week

Time Zone: New York Time

Tasks required:

Inbox Management: Efficiently manage and respond to emails in our support inboxes, ensuring all inquiries are addressed promptly
Issue Escalation: Serve as a liaison between clients and technical support teams by escalating complex issues to the appropriate technical staff
Internal Routing: Direct clients to the appropriate departments within the company to ensure they receive timely and accurate assistance
Agreement Creation: Draft and manage agreements with clients, ensuring all documents are accurate and complete
Live Support: Actively respond to live chat inquiries and answer phone calls to assist clients with their immediate needs
Communication Facilitation: Help coordinate and communicate project updates from our team to clients to keep them informed of progress
Access Provisioning: Provide team members with access to client assets such as Asana, Harvest, 1Password, and Slack channels to facilitate smooth project execution
Other ad hoc tasks that would be assigned

Requirements:

Proven work experience as a Customer Service Representative or relevant role is required
Demonstrate tech savviness with a robust understanding of software tools and platforms pertinent to the role
Familiarity with Asana, Zapier, Pipedrive, Airtable, and Slack is highly advantageous
Proven experience in a support role, with a strong ability to handle both internal and external communications
Excellent problem-solving skills; ability to address and resolve issues swiftly
Strong organizational skills and the ability to multitask effectively
Outstanding communication abilities, with proficiency in writing and speaking in English
Knows how to craft responses and do meaningful conversations
The ability to take initiative and work independently as well as seek direction

Required profile