Product Support Specialist| Work from home|Apply now
About the job
About Remo:
Remo is an innovative virtual platform that is redefining human interaction online. We provide individuals the ability to create memorable virtual events that rival in-person gatherings through free-flow network and highly interactive presentations and speaker panels. We are a motivated, driven team that rewards action and promotes collaboration.
Learn more about us at www.remo.co
The Role:
As a Live Product Support Specialist, you will enable our customers to effectively and efficiently use our platform. You will understand our users’ needs and proactively help identify ways in which they can improve their experience and interaction with our platform. You will not only be a problem solver but a customer advocate as well.
Your roles & responsibilities:
- Handle inbound customer inquiries and support requests via live chat & emails.
- Act as first point of contact for Remo users (both attendees and Remo host customers).
- Communicate directly with customers, direct them to best practices and answer product questions.
- Multitask on live chat; handle multiple conversations at once while maintaining a fluid and friendly conversation. Main a 24 hour SLA for Emails.
- Troubleshoot product issues and bugs from start to finish.
- Work with the engineering team to escalate bugs and fix them in a timely manner
- Help improve Remo’s self-serve resources.
- Assist in developing best practices for handling support requests and track customer feedback to better advocate on behalf of our users.
- Involve in platform & process improvement projects.
Growth Opportunities:
- We’re looking for individuals who are self-motivated, pro-active & contribute to other departments as per their skills and interests.
- Product support specialist is an entry role which allows individuals to branch out into sales, marketing, product & customer success.
Who you are:
- You have a natural tendency to take initiative, achieve results and generally will get the job done!
- A desire to stay organized, create efficiency using technology, bring order to chaos and uncertainty.
- The ability to work well in startup culture – be able and willing to take on all sorts of tasks and responsibilities.
- At least 1 to 3 years experience in a customer support role, preferably within a Software as a Service (SaaS) company.
- Additional domain knowledge in sales, marketing, product & customer success will be preferred.
What You’ll Get:
- Competitive compensation
- Generous leave policy
- Diverse work culture.
- Opportunity to work with the brightest minds inside and outside of your field.
The Values That Guide Us:
Empathy > Intelligence: Everything we do, is inspired by how we can better WOW our customers and each other.
Build for the Minimum, Iterate for Speed: We are scope minimalists.
Humanity at the Center: It’s in our DNA to create thoughtful human experiences, no matter how technology evolves.
Growth minded and coachable: We have a quest to continuously be the best version of ourselves and rise to challenges.
Default to thoughtful action: We are proactive and make thoughtful decisions independently that lead to action
Communication is our oxygen: As we are a distributed team, communication and transparency are mission-critical to our success.
Remo is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Skills
CUSTOMER SERVICE, CUSTOMER EXPERIENCE
Preferred Skills:
Customer Success, Marketing, Sales, Product (Applicable for growth opportunities)
Salary Range: US$500 – US$750/month
Please send your CV to hr@remo.co
