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CUSTOMER SUPPORT SPECIALIST | Part-Time (25hrs/week) - technical support - job employment

JobPosting
City: Orlando
Date: 31 Oct 2018
Category: Technical Support

POSITION OVERVIEW
Based in Celebration, Florida, TWENTY SIX DESIGN LLC is a provider of customer-centered software design and management solutions. From Software-as-a-Service products, to print publications, event and organization management solutions, and custom web application development, TWENTY SIX DESIGN brings a portfolio of products and solutions that has been used by thousands of clients worldwide for over twenty years. The Company's continued growth has created an opportunity for a candidate to join the team as a part-time Customer Support Specialist. While the successful candidate will be asked to meet in-person with the co-owners during training and for reviews (and should, therefore, be based somewhere in the Central Florida area), this position is primarily a telecommuting position that requires twenty-five set hours a week (scheduled between 8am and 6pm weekdays). This position does carry the potential for full-time employment at a future date, depending on the company's and employee's needs and the employee's interest in such a commitment.

The primary responsibility of the successful candidate will be to support potential and existing clients of TWENTY SIX DESIGN, as well as to provide administrative support to the two company co-owners. The successful candidate must feel comfortable moving between tasks quickly and efficiently and with a high degree of accuracy, while always following the explicit directions of the co-owners. After training, the successful candidate should expect to primarily focus on phone, live chat, ticket-based, and email discussions with customers, listening to their questions, understanding what they need help with, and providing careful, thorough, polite, and extremely professional answers; however, the position is not limited to technical support, so the successful candidate should be comfortable with routine tasks, such as making phone calls to find out if customers have questions, offering help to new customers, looking at customers' websites, following up with prospective customers, checking conference schedules, contributing to various company publications, and providing general owner and company administrative support.

This position is highly technical, requiring experience with computers, the Internet, and telephone and email systems, as well as a comfort with learning new technologies and technical procedures. The position also requires exceptional written and verbal communication skills, as well as the ability to problem solve, follow instructions, and seek help when needed. As the responsibilities and compensation suggest, this position might not be the best fit for an entry level candidate or to a candidate not ready to make a hopefully long-term commitment to an organization.

SPECIFIC RESPONSIBILITIES AND REQUIREMENTS
While not an exhaustive list, the successful candidate will be responsible for the following tasks:

• Product & Service Support: The successful candidate will provide first tier product and service support via telephone, live chat, ticketing system, and email, including resolving technical inquiries, providing training and instruction, handling billing and invoicing requests, and escalating requests when needed. Additionally, the successful candidate will also be charged with acting as a liaison between the company and its clients, checking in with clients to ensure that they have the knowledge and tools needed to use the company's products, ensuring that clients are aware of and preparing to pay outstanding invoices, or are working toward meeting a deadline associated with a given service.

• Company, Office & Office System Support: The successful candidate will maintain office systems, including reconciling expense accounts, managing lead databases and follow-ups, auditing billing and customer systems, and maintaining email and online-based helpdesk and knowledgebase systems. Additionally, the successful candidate might need to prepare reports, perform internet research, prepare and proofread documents, or handle other projects that support the company and its day-to-day operations.

• Co-Owner Support: The successful candidate will provide direct support to the two company co-owners, including arranging travel, coordinating conference shipments, handling both company and personal scheduling, screening (and, when applicable, resolving) telephone calls, and providing general assistance as needed. Additionally, the successful candidate will be responsible for anticipating and preparing the co-owners for their individual commitments, such as preparing the materials needed for a meeting or presentation or providing information to both the co-owner and client ahead of a given conversation.

• Product Testing & Version Updating: The successful candidate will be responsible for testing beta versions of all company products before those products and product updates are rolled out to client accounts. Additionally, the successful candidate will be responsible for updating company resources with information about and instructions for the new updates, and designing and executing online "town hall" meetings for clients to learn about those new features.

A high school diploma or GED is required; however, proven experience and a comfort with computers, the Internet, telephone and written communication, and the ability to become quickly proficient with new platforms is preferred over advanced schooling. A proficiency with light design, event organization, product testing, manual writing, and/or code development and deployment would be beneficial, but certainly not required. All candidates should have excellent communication skills across proven customer support experiences. Because this position can expose the successful applicant to FERPA-protected information, candidates will be required to complete a background check and sign a non-compete and non-disclosure agreement before being offered a position with the company.

COMPENSATION
While the successful candidate will be paid based on experience, the starting pay will fall between $15 and $18 per hour. Employees are reviewed monthly, and those reviews combined with a formal six-month review can result in biannual or annual raises. The successful candidate will be provided a company-owned Apple iMac and related tools to use while employed, as well as a stipend toward high-speed internet access. As long as the successful candidate maintains a work commitment of 25 hours per week (and after a sixty day initial probation period), that candidate will have access to company health insurance (partially paid by the company) and vacation/personal time off.

APPLICATION INSTRUCTIONS
To apply, send a resume, cover letter, and at least two professional references to [email protected] In your cover letter, please explain your interest in the position, as well as how your previous experiences prepare you for the requirements and responsibilities outlined above. Applicants that include a detailed and job-specific cover letter (that suggests research into and a general familiarity with the company's existing products) may be asked to interview with the co-owners. Interviews will begin immediately and will continue until the position is filled.
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