Concierge Agent

Summary

Join Instant Teams as a Concierge Agent and provide comprehensive administrative support, ensuring smooth business operations. You will handle inbound customer inquiries via chat, troubleshoot expense management software, and manage customer accounts. This role requires excellent communication, problem-solving, and technical skills. The position is 100% remote with a set schedule, offering a competitive hourly rate. Sales experience is preferred. Mandatory onboarding training is provided.

Requirements

• Ability to communicate complex troubleshooting steps clearly and succinctly
• Motivated and a self-learner
• Ability to keep up to date with product and process changes in a fast-paced environment
• General tech-savviness to learn platforms, products, and processes quickly
• Excellent English skills (spoken and written)
• Ability to provide prompt and friendly customer service, predominantly via chat
• Strong troubleshooting, reading, comprehension, and problem-solving skills
• Personal reliability, self-management and the ability to shine under limited supervision

Responsibilities

• Answer inbound customer inquiries via chat dictated by the Client and provide efficient chat-based support to global customers
• Assess the quality and accuracy of information inputs that have been escalated from Tier 1 (within Concierge)
• Complex troubleshooting of expense management software
• Communicate complex information clearly and succinctly in written format
• Compose answers to help build a curated response bank
• Communicate with travel service providers via chat and make travel bookings as necessary
• Utilize resources to interpret and troubleshoot inquiries
• Handle sensitive information with care and security and meet predetermined metrics
• Complete customer’s internal onboarding education and lead product demos for prospects
• Oversee multiple accounts as the primary point of contact, understanding their business and stakeholders' needs to ensure maximum value
• Triage customer’s platform issues and documents via GitHub
• Assist customers with understanding and implementing new product features and provide customer feedback to the team
• Identify and report potential customer retention or churn
• Maintain customer account reviews by participating in review calls via Zoom/Teams, assessing the need for organizing further communication for continued support
• Upsell customers on additional features & demos
• Nurture clients towards a successful, intimate knowledge of the product and guided training
• Manage customer account configurations for new and existing clients to ensure customers roll out product features correctly
• De-escalate troubleshooting questions to keep calls focused on account configuration
• Perform other duties as assigned

Preferred Qualifications

Sales experience

Benefits

• Pay Rate: $18/hour
• Training Schedule: Training will fall between the hours of 11am - 10pm EST | Monday - Friday
• Post-Training Schedule: 2:30pm - 11:00pm EST | Monday - Friday | 40 Hours a week
• 100% remote