Customer Support Agent

Summary

Join Motus as a MMS Customer Support Agent and be part of a team dedicated to improving work-life for customers. This entry-level position offers in-depth training and hands-on experience in a fast-growing SaaS company. You will provide front-line support to end-users, troubleshooting issues and escalating complex problems. The role requires excellent communication and problem-solving skills, along with the ability to work in a fast-paced environment. Motus offers a comprehensive benefits package, including medical, dental, and vision insurance, paid time off, and a 401k plan.

Requirements

• High School Diploma
• Technical troubleshooting
• Excellent written and verbal communication skills
• Positive attitude
• Attention to detail
• Team player
• Ability to work in a fast-paced environment
• Ability to multitask
• Must be available to work during the operational department hours of 11am ET – 8pm ET
• May be required to work during company-specified holidays

Responsibilities

• Work directly with end-users via phone calls
• Support end-users via tickets, email, and chat
• Identifies user’s needs, clarifies information
• Walks the user through the problem-solving process
• Properly escalates unresolved issues to the next level of support
• Provides accurate product and service information to customers
• Maintains sense of urgency and consistently meets deadlines when responding to customer issues
• Accurately completes required paperwork and/or documentation
• Consistently meets minimum KPIs as indicated by Management
• Other Duties as assigned
• Attend required meetings to review stats and identify areas that require improvement

Benefits

• Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
• Open Paid Time Off
• Flexible Spending Accounts & Health Savings Accounts
• Motus-Fidelity 401K Plan
• Company-paid Short/Long-term Disability & Basic Life Insurance Plans
• Family Planning and Parenting Support Benefits through Maven
• Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
• $1000 Home Office Reimbursement Program
• $2000 Internal Referral Program
• WorkAnywhere Reimbursement of Internet and Cellular Costs
• 16 weeks maternity and adoption leave
• 8 weeks paternity leave