Remote customer support specialist

Customer Service Specialist

Location: Remote

Job Type: Full Time

Operations of the Client Experience Team

Reports To: Supervisor, Customer Care

We are searching for a disciplined, solution-oriented, and empathic Customer Support Service Specialist to join our team (remote). You are the first point of contact with the consumer and you give them their post purchase experience. • Answer client enquiries regarding system performance, payment and time frame of installation. Partner with internal Field & Operations to ensure a positive client experience. We are searching for a superb communicator comfortable working remotely in a fast-paced setting who can turn difficult service challenges into simple, joyful experiences.

Primary responsibilities

Client Communication Answer customer enquiries using our CRM/ticketing system (Salesforce, Zendesk, HubSpot, etc.) via phone, email, live chat and SMS promptly and efficiently.

Account & Project Support: Support homeowners with enquiries regarding installation dates, permitting/inspection status, system monitoring, billing, and warranty coverage.

The Trouble Shooting Guide allows users to select to trouble shoot and to find minor system monitoring warnings or account issues.

Cross Department Coordination: Collaborate with scheduling, field workers, engineering and billing to escalate and resolve major service issues in a timely manner.

Documentation: Document all client communications, status of issues and resolutions in the crm. Maintain accurate and up-to-date records.

Qualifications/Requirements

Experience in start-ups, IT companies, innovative projects or professional services;

Experience supporting remote customers.

Experience with CRM and Ticketing Systems.

Fluency in English is a must. Other languages are a plus.

Home office environment.

Opportunity to work in a creative, international environment

Work with startups, organisations, entrepreneurs and IT specialists.

Training and professional growth

Energetic and team-oriented working environment.

New work and opportunity around customer’s experience.