Customer Care Tier 1

Employer: Insightly

Description

Insightly is seeking to hire an experienced Customer Care Tier 1 associate. You will report to the Customer Care Manager and work alongside a team of Customer Care & Success professionals.

The Customer Care team is a critical part of the Customer Loyalty team which owns the success of our clients and achieves our #1 goal of 100% client retention and adoption of Insightly via freemium & direct sales channels. You will be responsible for delivering a best in class multi-channel customer support experience that enables the continued adoption of Insightly CRM software. Our ideal candidate loves customers as much as they love technology.

Core Responsibilities:

• Be a customer service All-Star with a strong technical background
• Eager to help our customers get the most of our software – by providing product/service information and resolving product/service problems.
• Strong phone contact handling skills with the ability to listen to customer’s needs effectively, document in detail, and escalate with urgency
• Must have a great deal of patience. We are looking for someone who loves to help others
• Must be able to communicate clearly and effectively while maintaining a positive, empathetic, and professional attitude
• Willingness to go the extra mile to ensure our customers are 100% satisfied
• Execute against defined processes

Required Skills:

• Minimum 1-year experience working independently in a remote environment and in a technical support role (including phone and email support)
• Excellent written and communication skills
• Ability to multitask, prioritize and manage time effectively
• Strong technical troubleshooting skills
• Experience using cloud-based software and customer management tools – i.e. Zendesk, Zoom, CloudApp
• Eagerness to work in a startup environment with smart and humble peers
• Willingness to work the early shift (4:00 am PST) or late shift (until 7:30 pm PST) and possible weekends
• Familiarity with ticket-based support systems
• Familiarity with Google Apps for Business
• Familiarity with Mac and Windows environment experience including iOS and Android OS

Nice but not needed

• Basic SQL knowledge
• Basic understanding of HTMLBasic understanding of Java, Javascript

About you

You’re a technology-loving, people-pleasing type of person. You love a challenge. You embrace a “work hard, play hard mentality”. You’re ok with ambiguity. Drive for results is one of your core competencies. You work or have worked in a support role and have experience working in a fast-paced environment. You’re ok not knowing the answers and working to find yourself. You’re hungry to grow and bring a “Team Player ” mentality. Lastly, you like to smile and have fun.

What else?

• Career: We offer a well rounded total rewards package including equity for all employees, 401k, career learning & growth opportunities, comprehensive employer-sponsored health plans.
• Work-life balance: We offer a generous flexible time off policy in addition to paid company holidays.
• A company that cares! Insightly is now a 100% remote-first company which includes all of the benefits we provide for our employees to best adapt to the challenges and needs of a digital and dispersed workforce.
  • Full IT set up for your home work station (laptop, monitor, keyboard, mouse, monitor stand)
  • $250 one-time Ergonomics Stipend for all employees to set up their home office for success and comfort
  • Starting Jan 2022- $50 per month remote work stipend to help you with your remote work needs.
  • Weekly virtual, instructor led, yoga sessions
  • Monthly virtual, instructor led, meditation sessions
  • Weekly company newsletters, trivia, Slack challenges, and more!
  • Virtual team and company events to keep the party going
• Culture and Values: Diversity, Inclusion, and Support for all employees is vital to Insightly. To do so we have fantastic initiative such as:
  • Company wide Women in Tech group which focuses on having female speakers from all backgrounds come and have “fireside chats” with the company on their careers, backgrounds, advice, etc.
  • Women in Sales support group which focuses on professional development, community, and career advancement.
  • Continual company-wide Diversity and Inclusion training with expert speakers and instructors
  • Volunteering options- yes, even while remote!
  • Company matched donations to support black and civil rights charities such as NAACP, BLM, ACLU, George Floyd Memorial Fund, Compassion Oakland, Asian Americans Advancing Justice, and more!

APPLY HERE