Follow Up Boss: Product Support Expert

Headquarters: Remote
URL: http://followupboss.com

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 applications

Your qualifications:

• Self-motivated and proactive mindset.
• Remote work experience is considered an asset.
• Based in the USA, 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 9 - 6 PM EST Tue-Sat.

Your responsibilities will include: 

• Answering incoming phone calls from customers to offer support
• Answering support tickets to help customers and free trials (we use Help Scout)
• 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:

1. Learn the Follow Up Boss software & product offerings to be effective in the position
2. Complete all position-specific onboarding tasks, setup, and initial training
3. Virtually meet all Follow Up Boss employees

60 Day Targets:

1. Actively work in the ticket queue on a daily basis
2. Answer incoming calls and complete 3 training calls

90 Day Targets:

1. Meet or exceed KPI expectations
2. Contribute at least 3 documents to the Help Center

KPI’s:

1. Average Calls per Day
2. Average Tickets Per Day (conversations)
3. Three Help Articles Per Month (new or update)

To apply: https://weworkremotely.com/remote-jobs/follow-up-boss-product-support-expert-5

from We Work Remotely: Customer Support Jobs https://ift.tt/31mShm4
Apply for this position

If there is no "apply" button, copy the link above (https://ift.tt/.....) and paste on a new tab in your browser