Customer Care Representative, When I Work

• You are an excellent written and verbal communicator with the ability to understand, empathize, and problem-solve via chat, and email. You have a passion for new technology and enjoy finding ways to make a complex situation simple.
• You are curious, dependable, resourceful, and get joy from going beyond to make customers successful. You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value
• Very comfortable using web and mobile applications
• Ability to pick up on new technology quickly
• Basic business software knowledge
• 1 to 2 years of customer support experience is helpful
• Strong communication and interpersonal skills
• Exceptional writing abilities to provide clear and empathetic customer support through email and live chat
• Demonstrated ability to take initiative and use independent judgment
• Able to efficiently manage multiple projects and tasks at the same time
• Displays passion for and responsibility to the customer
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• A strong drive to complete tasks
• Displays personal and corporate integrity
• Able to reliably work scheduled shifts including some weekends and holidays
• Looking to fill the following shifts: 11am - 8pm CDT, 1pm - 10pm CDT, or 10:30am - 7:00pm CDT
• Bachelor’s degree or equivalent combination of education and experience, not required, but preferred

Desirable

• As a Customer Care Representative, you will work directly with our customers to help them navigate When I Work’s suite of software.
• You will communicate via email and chat with business owners, managers, and employees who are using When I Work to solve their Scheduling and Time & Attendance needs. With a fun, genuine, and empathetic voice, you’ll be troubleshooting and writing clear and concise instructions to solve questions about our software. In this role you will:
• Develop a deep understanding of the When I Work product including the features available on different available plans and at different customer access levels and technical abilities
• Provide personalized and professional support to external customers via email, live chat, and phone to resolve basic to complex inquiries
• Proactively communicate and collaborate with our distributed team to provide consistent and reliable support
• Respond to customer reviews of the When I Work application on various App Review platforms
• Successfully utilize resources available to assist customers including Confluence, Jira, HubSpot, Slack, help center, etc
• Assist internal customers and peers with product questions via Slack
• Troubleshoot and report new or possible product defects in collaboration with Senior Support Specialists
• Follow established processes to report bugs and feature requests and escalate or transfer customer issues and concerns appropriately
• Set up a successful remote working environment for non-office days which includes establishing an appropriate work space and the ability to readily receive and respond to customer and colleague inquiries