Customer Support Representative

Summary

Join Instant Teams as a Customer Support Representative and contribute to a mission-driven organization that empowers others. This remote position involves responding to support requests, troubleshooting issues, and providing solutions. You will need strong time management and technological skills, along with a calm demeanor. The role is fully remote, contingent on a background check, and offers flexible hours post-training. Note that this is an on-call position with variable hours, and equipment is not provided. Geographic restrictions apply.

Requirements

• Friendly and outgoing personality
• Ability to stay calm when customers are stressed or upset
• Must be comfortable with technology
• Experience with Zendesk (1 year minimum)
• Experience with troubleshooting / tech support
• Must pass a background check + drug screen
• Availability for on-call work at any time is required

Responsibilities

• Respond to all incoming support requests by clarifying issues to determine the cause and provide a possible solution
• Learn applications to answer most questions of both Admins and Users
• Maintain a positive and professional attitude toward customers at all times
• Respond to tickets and calls by clarifying the issues
• If the issue cannot be resolved: collect information and forward it internally to the support team for next business day resolution
• Log all calls and support tickets as necessary
• Reach out to the appropriate internal team members if a “severity 1” or “system down” alert is received from a customer
• Spend time in exploratory testing in the application to proactively identify issues and bugs
• Other duties as specified

Benefits

• This position is 100% remote
• Async for the most part, aside from two to three 1-hour scheduled syncs which will fall between 8:30AM-5:30PM EST Monday-Friday
• Post Training Schedule: This is a Remote on Call position offers variable hours ranging from 0 to 40hrs per week, depending on business needs