Product Support Expert

Time zone
Type
Full Time
Opening date
Closing date
12 Oct 2021
Views
273

We’re looking for a Product Support Expert to join our team to cover support 8 PM-6 AM EST Mon-Fri. *note, we’re currently only looking for applicants based in Australia

Who Is Follow Up Boss

  • We’re a simple, communication and sales CRM for real estate teams (and we use our own product)
  • We’re a bootstrapped, profitable company started back in April of 2011
  • We’re a remote company with a mostly US-based team
  • We don’t just claim to be customer-centric – we live it: https://www.facebook.com/followupboss/reviews

Why Work Here?

  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive salary, health/dental/vision insurance, 20 days paid holiday, and other great perks (fitness, coffee, etc)!

This Role Is For You If…

  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech savvy and efficient with SaaS application

Your qualifications:

  • Self motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the Australia, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 8PM – 6 AM Mon-Fri EST.

Your responsibilities will include:

  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Zendesk)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)

30 Day Targets:

  • Learn the Follow Up Boss software & product offerings to be effective in the position
  • Complete all position specific on-boarding tasks, setup, and initial training
  • Virtually meet all Follow Up Boss employees

60 Day Targets:

  • Actively work in the ticket queue on a daily basis
  • Answer incoming calls and complete 10 training calls

90 Day Targets:

  • Meet or exceed KPI expectations
  • Contribute at least 3 documents to the Help Center
  • Contribute at least 1 product pitch

KPI’s:

  • Average Calls per Day
  • Average Tickets Per Day (conversations)
  • If this sounds like a great fit we would love to hear from you.
Report · Embed ·

How to apply

ATTN. Be careful! You should never send cash or cheques to a prospective employer, or provide your bank details or any other financial information. We pay great attention to vetting all jobs that appear on our site, but please get in touch if you see any roles asking for such payments or financial details from you. The employer won't know who reported this job.

Personalised job alerts

Set up personalised e-mail alerts about similar jobs.

Share this job

See a few more

Related jobs in Customer Service

Report this job

    The employer won't know who reported this job. Contact your local law enforcement for immediate help if someone is in danger or the victim of a scam.
    All Job Ads are subject to Jobicy's Job Posting Policies. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by Jobicy. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

    Job Widget Code

    Place this code wherever you want the widget to appear on your page.

    <script src="//jobicy.com/api/widget.js?5XyPbk5QqyZg=6649" async></script>

    Ask a Question

    Position: Product Support Expert.


    Login to Send Message