Customer Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Addressing and resolving customer support inquiries received through emails, live chats, and phone calls.

• Enhancing the operational efficiency of the software support department while providing assistance to team members.

• Serving as a subject matter expert on the SkySlope platform and effectively resolving customer issues.

• Diagnosing technical problems and maintaining clear communication with customers throughout the resolution process.

• Recognizing, testing, and escalating website issues to QA when necessary.

• Utilizing downtime to complete tasks assigned by Department Leadership or Management.

• Managing varying volumes of incoming tickets and supporting fellow team members as needed.

⛳️ Requirements

• Proven experience in delivering high-quality customer service, ideally in a technology setting or call center.

• Demonstrated ability to multitask across various responsibilities.

• Familiarity with both Microsoft and Mac operating systems.

• Proficient in using a diverse range of web browsers.

• Capable of typing at a speed of 40+ words per minute.

• Strong written and verbal communication skills.

• Exceptional teamwork abilities.

🏝️ Benefits

• Medical Insurance – Company contributes a flat dollar amount toward the premium.

• Dental Insurance – Company covers 75% of the monthly premium for the Base Plan.

• Vision Insurance – Company pays 100% of the monthly premium.

• Basic Life and AD&D Insurance – Company-sponsored plan with additional voluntary options available.

• Voluntary Short & Long Term Disability Insurance Plans – Optional plans available to safeguard your financial well-being.

• Voluntary Accident Insurance – Optional plans available for purchase.

• Voluntary Hospital Indemnity – Optional plans available for purchase.

• Voluntary Critical Illness – Optional plans available.

• Flexible Spending Account – A tax-saving account.

• Health Savings Account (HSA) – SkySlope contributes $300 to an individual HSA and $600 to a family HSA.

• 401(k) Plan – Company matches $0.50 for every $1.00 contributed, up to the first 6% of eligible earnings.

• Employee Stock Purchase Plan – Company matches 33.3333% of contributed dollars.

• Paid Time Off (PTO) – Company provides 120 hours of PTO for new hires.

• 16 Paid Holidays.

• Bereavement Leave – Company offers paid leave for grieving purposes.

• Discounts through Fidelity – Savings on wireless services, car rentals, and hotels.

• Pet Insurance through Nationwide.

• Paid Parental Leave – Up to six weeks of paid leave following the birth or placement of a new child.

• Dayforce Wallet – A program allowing employees to access their pay on demand.

• Waldorf University discounts and perks – Educational benefits for employees.

• Child Literacy Assistance Program discount – Discounted membership for assistance with child literacy challenges.

• $1,000 Employee Referral bonuses – Paid after a referee completes their 90-day period.