Remote Customer Support Representative

Summary

Join Voxy's Product team as a Customer Support Representative to help teach the world English through innovative technology and research-driven learning activities.

Requirements

• Well-versed in customer service tools
• A people-person that can exercise diplomacy, tact, and grace under pressure when working through customers issues
• Strong verbal and written communication skills, with expertise in writing concisely
• Ability to troubleshoot complex technical issues
• Demonstrated ability to multi-task while maintaining a strong attention to detail
• Must be patient, amiable, confident and a good listener
• Able to work 40 hours per week; shift time to be determined
• Proficiency in English

Responsibilities

• Provide support and encourage customers throughout their experience
• Share advice and tips to help customers reach their goals
• Manage large amounts of incoming emails
• Identify and assess customers’ needs
• Correctly tag customer interactions
• Act as the main point of contact for all technical related issues from customers
• Manage onboarding and setup of new customers
• Investigate and identify tech and configuration issues reported by customers
• Receive complaints and provide appropriate solutions and alternatives within time limits
• Interact with internal teams, especially Product, Customer Success, and Channel in order to solve customers' issues and questions
• Analyze most frequently requests received, propose action plans
• Join designated projects related to customer experience

Preferred Qualifications

• Proficiency in Spanish or other languages a plus (can be learned on the job)
• Experience working with Zendesk and working remotely is a plus

Benefits

• Competitive salary
• Remote-friendly work policies
• Language classes w/ Voxy & Fluentify