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
This fully remote role, is 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. This role will be a part of the core team and is 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 experience of 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 and experience of A/B testing.
- Interest or experience in QA testing.
Hours:
1 x Part-time role, 20 hours per week, European Timezone GMT +2/3
This role will have a start date of September 2019.
