Description

At AgentMethods we provide high quality online marketing services to insurance agents across the United States based on our unique software-as-a-service platform. As a nimble, entrepreneurial organization, we look for people interested in thinking creatively and having a say in how their work is done. We are looking for a part time customer support agent to manage support tickets and join our growing company.

We offer a flexible work environment with interesting work. You will help our customers understand how both our products work AND how they use them to fulfill their business goals. Because this is a remote position, you should be self-driven and organized.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Customer Assistance : Provide exceptional service by addressing customer questions, resolving complaints, and processing changes or cancellations to customer plans, as needed.
• System Management : Utilize ticketing software to process inquiries, schedule meetings, and update customer information.
• Problem Solving : Address and resolve issues when possible, and escalate tickets unable to be resolved to senior members of the team.
• Daily & Weekly Standup Meetings: Actively participate in daily 1:1 meetings with your direct supervisor and all-team meetings (via Zoom and Slack).

Qualifications

• Ability to read, write, speak and understand the English language.
• Ability to make independent decisions when circumstances require.
• Execute problem solving workflow for new and unfamiliar tickets.
• Able to work in close collaboration with support team members.
• Stress tolerant (don't worry, 99% of our customers are really nice).
• Comfortable with the basics of internet technology and small business online marketing.
• Respond to company communication in a timely manner, included but not limited to Emails, Slack, etc.

Education

High school diploma or equivalent required. Higher education is preferred.

Experience

6-8 months prior experience in customer service or ticketing operations is preferred.

Skills

• Excellent written communication skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Customer service oriented
• A knowledge of of insurance and financial services is a plus, but not required

Report to

Customer Success Team Lead

Location

You'd be joining a fully-remote team. The company's customer support hours are 9am to 6pm EST, Monday to Friday (your hours would need to overlap with 10am to 2pm EST time, Monday to Friday).