Job Description

We are seeking a positive and enthusiastic customer support rep to join our small, but growing, remote team!

THIS IS A REMOTE POSITION where you will provide timely and personal guidance to new and existing users of our mobile application, OurPact. The main topics you will provide assistance with are:

1. Account Management (eg. sign-ups, account cancelations, account setup, etc.),

2. General Usage Inquiries (eg. how to use application features, customize account preferences)

3. Issue troubleshooting

WHO YOU ARE…

• A NATURAL PROBLEM SOLVER. You think outside of the box and are usually the first person friends and family turn to when they need help – whether for advice dealing with a difficult neighbor or to troubleshoot a tech problem.

• A VERY STRONG COMMUNICATOR. You have a solid grasp on writing mechanics (spelling, grammar, sentence structure...), and you understand that clarity is key.

• A CUSTOMER SUPPORT ENTHUSIAST! You have prior experience in customer support (ideally for a software or tech company!). While you recognize that this work can be tough, you get the ‘warm fuzzies’ solving customers' problems and genuinely appreciate the role customer support plays in making a company successful.

• TECH-SAVVY. You aren’t necessarily deploying your own websites in your spare time (if you are, kudos!), but you certainly aren’t afraid of technology and use it comfortably in your personal life.

• A RELIABLE AND SELF-MOTIVATED TEAM PLAYER. You are positive, dependable, and love to collaborate to solve problems. You are able to reliably conform to a fixed work schedule and don't need to be reminded to stay on task.

• EMPATHETIC AND PATIENT. You sincerely thrive on helping others. You exhibit diplomacy, tact, and poise under pressure when working through customer issues... Even when emotions are running high!

POSITION DUTIES & EXPECTATIONS:

You must be willing and able to...

• Reliably conform to a fixed work schedule, WHICH MAY INCLUDE WORKING ON EVENINGS AND WEEKENDS.

• Be open to schedule adjustments/flexibility, depending on ticket volume or coverage needs. (We will try to keep your schedule the same, but as a small team and company, changes to your fixed schedule are likely at some point!)

• Stay current and proficient with all product software updates, changes and new issues.

• Adhere to brand guidelines and tone in all communications with users.

• Identify problems and guide users through appropriate steps to resolution in a timely and personal fashion.

• Deal effectively with users in antagonistic situations, using appropriate interpersonal skills and methods to reduce tension or conflict.

BONUS POINTS IF YOU...

• Have previous experience working in software support, especially for an app!

• Are familiar with ZenDesk, or another support ticketing system.

STARTING SCHEDULE:

• During training, you will work Monday through Friday during standard business hours.

• After training you will work a 40 hour week schedule to be finalized during the interview process based on availability and time zone*.

• After training, availability to work one weekend day is required.

*Standard company business hours are based in the PDT time zone but THIS POSITION IS OPEN TO ALL USA BASED TIME ZONES upon schedule approval.

Company Description

Eturi is a mobile software company based out of San Diego, California. Our flagship product, OurPact, is the #1 parental control and family locator app in the world. Due to COVID-19 we are currently operating fully remote but plan on moving to a Hybrid plan in September 2021. When at the office we have an on-site gym, stocked fridge, and monthly catered lunches!