Full job description

Job Type: Full-time and Part-time
Competitive hourly pay: $25.00-$30.00 per hour

As the Company Representative, you will be the first point of contact for many of our users. You are a customer focused, problem solver who is skilled at building relationships with clients. You have a deep understanding of the Company product and are a strong multi-tasker who is able to balance competing priorities.

What You'll Be Doing
* Answer general questions for all users through phone or via email
* Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
* Properly document and track customer issues and resolutions
* Follow escalation procedures as required
* Share resources with users to educate users on product features, workflows, and navigation of Company Cloud and the Company Mobile app
* Review compliance documentation to ensure details align with program specifications/ parameters
* Identify resource gaps, propose solutions and assist with development of resources
* Contribute to the knowledge base for the Support team
* Participate in weekly team meetings
* Contribute to the development of the customer support knowledge base and FAQs
* Collaborate with other departments (e.g., customer success, finance, sales, product) to resolve customer concerns
* Meet key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.

What You'll Bring
* Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
* Excellent written and verbal communication skillsHighly organized, excellent time management skills
* Ability to empathize with customer concerns while analyzing situations, identifying problems and developing effective solutions
* Strong ability to build positive external and internal relationships and work cross-functionally with other teams
* Willingness to learn new processes, adapt to change, and embrace company updates.

Nice to Have
* Familiarity with software such as microsoft excel, Google sheets, etc

Work Environment & Schedule
* Office hours: Open 8am-7pm, any shift may be assigned
* Remote work - Reliable internet access and quiet work environment
* Occasional overtime work may be required during holidays.
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