Customer Support Advisor

Summary

Join Acuity Scheduling's remote Customer Support team in Ireland as a Customer Support Advisor! You will provide exceptional problem-solving and support via live chat and email, handling both simple and complex customer inquiries. This role requires strong communication, critical thinking, and problem-solving skills. You'll collaborate with a team, master new features, and contribute to process improvements. The position demands a commitment to excellence and a 40-hour work week, including weekend and holiday shifts. Candidates must reside in Ireland and have a dedicated workspace. This is more than just a job; it's an opportunity to contribute to a world-class team and product.

Requirements

• Be ready to dive into a fast-paced role with a set schedule of 40 hours per week, including weekend and holiday shifts when needed, to support our global customer base
• Bring an innate ability to express complex solutions clearly and concisely, with strong writing skills and an eye for detail
• Excel at identifying the root cause of problems and navigating ambiguity to find efficient and effective solutions
• Thrive in an independent work-from-home setting but are always eager to collaborate and learn from your team
• Reside in Ireland
• Have a quiet, dedicated workspace with a door, ergonomic chair, desk, and reliable internet connection

Responsibilities

• Handle live chat and email support for customers, navigating everything from straightforward inquiries to highly complex, consultative scenarios with efficiency and care
• Apply your strong problem-solving skills to resolve ambiguous and challenging issues, ensuring customers receive the best possible experience in every interaction
• Stay up to date with new product features and continuously adapt to new processes
• Provide feedback to improve our offerings and help shape future innovations
• Work closely with your team to share knowledge, streamline processes, and enhance the customer experience
• Maintain high standards of quality and efficiency in your support interactions, consistently meeting set targets for productivity and quality

Preferred Qualifications

• Have prior experience in a customer support role
• Have significant experience interacting with customers—whether through previous roles in sales, hospitality, retail, education, healthcare, event coordination, coaching, or any other customer-facing position

Benefits

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program (available January 1st 2025)
• Pension benefits with employer match
• Flexible paid time off
• Up to 26 weeks of full pay for birth parent leave and up to 20 weeks of full pay for non-birth parent leave
• 12 weeks of pay to care for an ill family member
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)