Customer Support Representative (On Call) - Remote

Overview

Instant Teams is hiring a Customer Support Representative to partake in a mission-driven opportunity to empower organizations by equipping them with the tools to help transform governance practices. This Remote Team Member (RTM) will be responsible for responding to all incoming support requests by clarifying issues to determine the cause and provide a possible solution.

In Short

• Learn applications to answer most questions of both Admins and Users
• Maintain a positive and professional attitude toward customers at all times
• Respond to tickets and calls by clarifying the issues
• If the issue cannot be resolved: collect information and forward it internally to the support team for next business day resolution
• Log all calls and support tickets as necessary
• Reach out to the appropriate internal team members if a “severity 1” or “system down” alert is received from a customer
• Spend time in exploratory testing in the application to proactively identify issues and bugs
• Other duties as specified

Requirements

• Friendly and outgoing personality
• Ability to stay calm when customers are stressed or upset
• Must be comfortable with technology
• Experience with Zendesk (1 year minimum)
• Experience with troubleshooting / tech support
• Must pass a background check + drug screen

Benefits

• Approximately 1-2 weeks of training
• Async for the most part, aside from two to three 1-hour scheduled syncs
• Variable hours ranging from 0 to 40hrs per week
• Availability for on-call work at any time is required
• OCONUS-friendly