Customer Support Agent – Remote

We are looking for an experienced Customer Support Agent who will be responsible for maintaining a high standard of customer satisfaction while representing the voice of the company. A successful candidate would be a customer-oriented service professional with technological skills/interests who is excited to solve problems and “wow” our customers.

This is a remote position that consists of a maximum of 40 hours per week. Training and duties will be remote with expectations of the ideal candidate to have a high level of ownership, self motivation and accountability.

Responsibilities:

– Maintain a vast knowledge of the Burner product and any campaigns or experiments for the product; work directly with our product team as our customers’ representative.

– Identify and analyze issues using our proprietary tools to determine the underlying cause/s and respond to the customer accordingly with concise next steps.

– Collaborate with other agents to resolve issues and respond to cases in a timely, accurate, and professional manner.

– Follow internal guidelines for appropriate customer communication.

– Stay current on best practices, all things privacy related as well as enlightened hospitality.

– Troubleshoot and recreate customer app issues and ticket them to engineers.

– Handle App Store & Play Store reviews while maintaining a professional tone.

– Have the ability to bring someone new to our product and implement a product that will better our customers.

Skills & Qualifications:

– A positive attitude with an inordinate amount of patience.

– Exceptional reading, listening and writing skills. Loves solving problems with a high attention to detail.

– Desire to work in a fast-paced startup on a small, highly collaborative team and can adapt to changes quickly.

– Knowledge/experience with troubleshooting difficult technology issues.

– Adapt to and troubleshoot new processes, issues, and features.

– Experience with software such as Google Docs, Slack, etc. Experience with Customer Service Software (Desk, ZenDesk, Help – Scout, etc.)

– Access to consistent, reliable internet/WiFi is a must.

– Weekday & Weeknight availability.

What we offer you:

Meaningful work on an innovative and growing set of products.

Collaborative, cross-functional work culture with an emphasis on autonomy and communication.

Investment in career development, including training, conferences, and online learning resources.

Potential for growth within the company.

Ad Hoc Labs is committed to building a diverse, inclusive company and encourages applications from candidates of all backgrounds. We provide excellent medical and other benefits for full-time employees and will consider full-time, part-time, partial remote, or other flexible arrangements for the right candidate.

$21 – $25 an hour

Depends on your experience and location. We’re upfront about pay, and we’ll talk specifics early in the process.