Live Chat Customer Support Representative
Hustler Marketing
- Guayaquil, Guayas
- Permanente
- Tiempo completo
- Promptly and professionally responding to customer queries via email, chat, and phone, and providing the needed technical support to resolve such queries
- Continuously working towards achieving and exceeding our Customer Support Team's performance targets, ensuring that every customer receives timely and effective assistance
- Taking ownership of the quality and efficiency of the technical support you provide to customers, and working to optimize them and resolve issues when needed
- Ensuring a consistent and high-quality support experience across all interactions and platforms
- Utilizing your expertise in support tools, particularly the Gorgias software, to streamline your workflow, enhance response times, and provide our customers with the best support possible
- Participating in training sessions to enhance your knowledge of our products and services
- Staying informed about product updates, industry trends, and customer support best practices to improve and optimize the technical support you provide to our customers
- Regularly provide the Head of Customer Support with feedback on how we can improve our support experience (including ideas for product improvements, information on questions frequently asked by our customers, and providing a snapshot of our customers' satisfaction)
- Full-time commitment while meeting our general availability for our office hours
- Consistently maintain a record of working at 8 hours per day
- Fixed-rate monthly salary paid in USD
- Receive contractor status after signing our non-disclosure agreement
- Committing to a 30-day notice period after the first month
- Previous experience in a similar role within the e-commerce industry, or experience where you have been part of a team of customer support representatives
- At least 1 year of experience providing technical customer support via chat and email
- Previous experience with providing phone support (ideally, 2 years experience)
- Any working experience with Gorgias software will count in your favor
- Being a fast learner who is eager to learn and improve your expertise and skills
- Ability to think rationally and make decisions or problem-solve independently
- Ability to recognize when there are trends or recurring issues that customers experience
- Familiarity with working autonomously and managing your own time independently and effectively (remote work experience is a plus)
- Must have a stable internet connection and a laptop or PC, as well as be able to consistently communicate via email, chat, and phone without losing signal
- Excellent verbal and written communication skills in English. You must be fluent in English, although English doesn't have to be your native language
- Being open to receiving feedback and constructive criticism and improving on it, as well as giving feedback of a similar nature productively to your team
- Must be available and responsive during The Pod Company's office hours
- Must be able to consistently work full-time