Fresh Prints is hiring a
Technical Support Agent

Summary

The job is for a remote, full-time Customer Service Agent role at Skylight, a company specializing in digital photo frames. The agent will provide customer support and troubleshooting for the Skylight Frame products.

Requirements

• Fluency in English with exceptionally clear written/verbal communication, interpersonal, and organizational skills
• Proven customer support experience or experience as a Client Service Representative
• Strong customer focus and ability to adapt/respond to different types of customers
• Track record of extremely high CSAT scores, high efficiency and consistent quality
• Ability to quickly critically think through what the customer issue is by active listening and empathizing with customer
• Familiarity with CRM systems and practices
• Ability to multi-task, prioritize, and manage time effectively

Responsibilities

• Provide expert-level technical support for a wide range of consumer electronics, ensuring customers receive effective solutions for troubleshooting, setup, and device optimization
• Accurately answer phone calls and emails from customers who need assistance with troubleshooting their Frames
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team KPIs
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Support the Product Team in troubleshooting by recreating the problems reported by customers
• Escalate any high priority issues to Team Leads

Benefits

• Competitive salary between ~$700 - $800
• Learning opportunities
• Working in a great culture