Jr. Customer Support Representative
Please note: Applicants should be based in Santa Barbara or planning to relocate to the Santa Barbara area.
We are looking for driven individuals to join our award winning Experience Team. This is an ideal opportunity for an individual interested in the technology industry but who may be unsure where to start. Customer Support Representatives are the face of Ontraport and serve as an important link between our Engineering team and user community. The Customer Support Team responds to customer inquiries and provides user guidance through the software. We are looking for individuals with a positive attitude, problem solving skills, and excellent written and verbal communication skills. A successful candidate will be comfortable helping strangers, have a friendly demeanor and will be willing to go the extra mile. We are a technology company, so technical experience is a plus. However, all representatives go through our new hire training course before being exposed to customer issues so individuals of all levels of technical skill levels are encouraged to apply. We are proud to offer an intuitive software tool, so if you can smile and navigate a keyboard, then our team is waiting for you!
To best serve our clients, our Support hours are:
Monday - Thursday, 6:00 AM - Midnight
Friday, 6:00 AM - 9:00 PM
Saturday - Sunday, 9:00 AM - 9:00 PM
Evening, Weekend, and Holiday availability are essential.
-Create remarkable experiences by providing friendly, timely, and strategic solutions via live chat and email tickets to help clients.
-Identify and adapt to client needs to deliver a human and consultative support experience.
-Complete ongoing product training and beta test new features.
-Adhere to Client Experience brand standards including communication, quality, and response time standards.
-Monitor social media to proactively create tickets on clients' behalf.
-Identify and escalate issues appropriately to the Technical Support and Billing teams.
-Stay abreast of feature releases, product improvements, and service offerings in order to field customer questions.
-Represent the Ontraport brand and values during every interaction.
-Gain ongoing professional development and updating of job knowledge by participating in educational opportunities and organizations while reading professional publications related to your role.
-Monitor and control numerous concurrent tasks.
-Proactively and independently work to meet targets and goals.
-Identify ways to improve the customer experience.
-Identify ways to increase efficiency of the team.
-Must be available for a regular schedule of 40 hours a week, spanning weekends and holidays (as our customers need us all over the world); shifts may include evening or early morning hours
-Patience and an ability to manage stress
-Professional and approachable in correspondence
-Strong communication and interpersonal skills
-Ability to work under pressure and adapt quickly to adverse situations
-Technical aptitude and the ability to learn quickly
-Must be fluent in English
-Must be available to work evenings and weekends
-Knowledge of and experience in measuring and improving customer satisfaction
-Familiarity with ticketing systems
Must be able to remain in a stationary position for long periods of time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.
The person in this position frequently communicates with customers in order to answer their inquiries and guide them through the software. Must be able to easily exchange accurate information over the phone in these situations.