Company: LeadSimple, Inc.
Location: Remote (Latin America Only)
Job Type:
Contract
Job Description/Overview:
LeadSimple is looking for a Customer Support Representative II to enhance their team, focusing on troubleshooting Tier 2 support issues for B2B SaaS products and effectively communicating with technical teams. The role involves handling escalated client requests and ensuring high satisfaction rates.
Key Responsibilities:
– Issue Resolution: Troubleshoot and resolve Tier 2 support issues through call, chat, or email.
– Client Communication: Maintain a 30-minute first response time and a 2-hour resolution time while achieving a 94% CSAT score.
– Root Cause Analysis: Identify root causes, educate clients, or create issues for the engineering team.
– Tool Utilization: Experience with support tools such as Intercom, Zendesk, Salesforce, or HubSpot; familiarity with integrations and APIs.
– Documentation: Update or write help articles and maintain training documentation.
Expectations for the First 90 Days:
– Resolve 75% of tickets independently.
– Achieve a 94% CSAT score.
– Share the workload equally with the team.
– Gain proficient knowledge of LeadSimple’s tools and products.
Perks:
– Annual salary of $25,000.
– 8 company holidays + 1 week off at Christmas.
– 6 weeks paid time off (5 vacation, 1 sick).
– 1 volunteer day per year.
– Monthly healthcare and WFH allowances.
– Yearly vacation allowance.
– Fun, mission-driven work environment with location independence.
How to Apply:
– Apply via the company’s job portal or email.
– Complete asynchronous assessments and interviews with team members.
Job link
https://weworkremotely.com/top-remote-companies
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