Job Summary
We're Convert.com. As a company, we're an optimization software market leader. As people, we care about inclusivity, self-determination, flexibility, and photos of each other's pets. We are a 100% remote team, working across 10 time-zones.
At Convert we're always looking for exceptional people with talent who believe that the future lies in Always Learning, Always Doing, Always Communicating.
We are hiring 1 full-time and 1 part-time customer support member to join our team.
These fully remote roles, are responsible for providing support to existing customers by chat, email and phone. Using a variety of platforms, you will help to answer questions, record feedback and provide solutions. These roles will be a part of the core team and are expected to collaborate internally to be successful.
In a typical week you'll:
Respond to customer support requests using platforms such as ZenDesk, Intercom and RingCentral.
Tag customer support tickets.
Provide solutions to customer questions related to the app.
Pass customer Feature Requests to Release Plan in Asana.
Investigate and troubleshoot customer technical issues (CSS, HTML, Javascript, jQuery, browser console troubleshooting)
Generate technical documentation in Zendesk knowledge base.
To be a strong candidate you should:
Have a familiarity with CSS, Javascript, HTML5, browser developer tools
Have previous experience in support
Possess excellent communication skills and be able to explain technical concepts
Be a proactive problem solver
Have excellent time management
Be able to read customers
Be passionate about delivering 1st rate customer support and happiness
Use positive language
Be an excellent multi-tasker
Always be curious and keen to learn
Very stable internet connection
Bonus Points:
Awareness of how CRO tools work.
Interest or experience in QA testing.
Bonus points are just that, a bonus. Please don't let this put you off applying. We really want to hear from you!
Hours:
1 x Full-time role, 40 hours per week, 09:00 - 18:00 US Eastern Timezone GMT-4. Flexibility in working time may be possible in the future. Estimated start date: July 2019
1 x Part-time role, 20 hours per week, European Timezone. Estimated start date: September or October 2019.
NOTE: You can apply from any location as these roles are remote. If you do not see your location, choose one of the First Level Customer Support adverts and apply anyway.
