Customer Support Representative

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Full Time
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Archive Job Description

PhoneBurner is a growing software company that provides online dialing & contact management software for small and mid-size businesses. We’re looking for an exceptional person to provide customer care and technical support for our customers.

This is a remote position, allowing you to work from your home office. Hours will be full-time, 40 hrs a week during business hours.

Job responsibilities:

  • Answer inbound calls, emails, chats, and take required actions to assist the customers. Anticipate customers’ potential needs, and determine appropriate response.
  • Provide comprehensive and accurate responses by consulting available resource material and information. Keep required reference materials up-to-date.
  • Problem solve technical issues and escalate issues as appropriate
  • Develop a deep understanding of the needs of our customers, and communicate these needs with the management team

All applicants must have the following skills/traits:

  • Excellent verbal and written communication
  • Enjoys problem solving
  • Ability to troubleshoot software / technical issues
  • A strong desire to help customers
  • Attention to detail
  • Ability to learn quickly
  • Self-motivated / self-starter
  • Likes to work independently
  • Ability to multi-task

Home office requirements:

  • Dedicated space you can work without distraction
  • High-speed internet
  • Reliable and fast personal computer (Windows or Mac)
  • Headset with good sound quality

Education and experience:

  • Must have 2 years prior experience in customer service or technical support
  • Preference for college degree
  • SaaS experience a plus
  • High call volume experience a plus
  • Familiarity with CRM systems and practices a plus
  • Zendesk experience a must
  • Intercom experience a must (or other chat programs)

Compensation:

Pay will depend on experience and ranges from $17-20/hr.

Thank you for your time and interest!

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