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Customer Care Representative
| Company | When I Work |
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| Location | Minneapolis, MN, USA |
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| Salary | $44000 – $47000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- Very comfortable using web and mobile applications.
- Ability to pick up on new technology quickly.
- Basic business software knowledge
- 1 to 2 years of customer support experience is helpful.
- Strong communication and interpersonal skills.
- Exceptional writing abilities to provide clear and empathetic customer support through email and live chat.
- Demonstrated ability to take initiative and use independent judgment.
- Able to efficiently manage multiple projects and tasks at the same time.
- Displays passion for and responsibility to the customer.
- Displays leadership through innovation in everything you do.
- Displays a passion for what you do and a drive to improve.
- A strong drive to complete tasks.
- Displays personal and corporate integrity.
- Able to reliably work scheduled shifts including some weekends and holidays.
Responsibilities
- Develop a deep understanding of the When I Work product including the features available on different available plans and at different customer access levels and technical abilities.
- Provide personalized and professional support to external customers via email, live chat, and phone to resolve basic to complex inquiries.
- Proactively communicate and collaborate with our distributed team to provide consistent and reliable support.
- Respond to customer reviews of the When I Work application on various App Review platforms.
- Successfully utilize resources available to assist customers including Confluence, Jira, HubSpot, Slack, help center, etc.
- Assist internal customers and peers with product questions via Slack.
- Troubleshoot and report new or possible product defects in collaboration with Senior Support Specialists.
- Follow established processes to report bugs and feature requests and escalate or transfer customer issues and concerns appropriately.
- Set up a successful remote working environment for non-office days which includes establishing an appropriate work space and the ability to readily receive and respond to customer and colleague inquiries.
Preferred Qualifications
- Email and/or live chat experience dealing with complex issues, troubleshooting and problem resolution, preferably with software.
- Zendesk, Jira, Slack, or HubSpot experience is a plus.
