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 mentalityâ€. 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:Â 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:Â 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!