Job Summary
A product development firm has a current position open for a Virtual Customer Support Manager.
Must be able to:
- Prioritize, manage, and resolve inbound customer support inquiries via chat, email, and phone
- Write and maintain external knowledge base articles to allow our customers to help themselves
- Write and maintain internal knowledge base to allow other team members save time
Must meet the following requirements for consideration:
- Have a working understanding of how APIs work and web applications connect with each other
- Has a strong command of professional written english and can communicate effectively with clients
- Has experience supporting SaaS based products via email, chat, and/or phone to customers
- Experience recording tutorials, “how to” videos, and screencasts to help educate customers
- Experience with a help desk system like Zendesk, Freshdesk, Help Scout, or any other ticketing system
- Experience with a live chat system like Intercom, Zopim, Olark, Live Chat
