Ad Hoc Labs (makers of Burner + Dialed)

Customer Support Agent

Ad Hoc Labs (makers of Burner + Dialed)

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $21 - $25 per hour

Job Level

Mid-LevelSenior

About the role

  • Maintain a vast knowledge of the Burner product and any campaigns or experiments for the product; work directly with our product team as our customers’ representative.
  • Identify and analyze issues using our proprietary tools to determine the underlying cause/s and respond to the customer accordingly with concise next steps.
  • Collaborate with other agents to resolve issues and respond to cases in a timely, accurate, and professional manner.
  • Follow internal guidelines for appropriate customer communication.
  • Stay current on best practices, all things privacy related as well as enlightened hospitality.
  • Troubleshoot and recreate customer app issues and ticket them to engineers.
  • Handle App Store & Play Store reviews while maintaining a professional tone.
  • Have the ability to bring someone new to our product and implement a product that will better our customers.

Requirements

  • A positive attitude with an inordinate amount of patience.
  • Exceptional reading, listening and writing skills. Loves solving problems with a high attention to detail.
  • Desire to work in a fast-paced startup on a small, highly collaborative team and can adapt to changes quickly.
  • Knowledge/experience with troubleshooting difficult technology issues.
  • Adapt to and troubleshoot new processes, issues, and features.
  • Experience with software such as Google Docs, Slack, etc. Experience with Customer Service Software (Desk, ZenDesk, Help - Scout, etc.).
  • Access to consistent, reliable internet/WiFi is a must.
  • Weekday & Weeknight availability.
Benefits
  • Meaningful work on an innovative and growing set of products.
  • Collaborative, cross-functional work culture with an emphasis on autonomy and communication.
  • Investment in career development, including training, conferences, and online learning resources.
  • Potential for growth within the company.
  • Excellent medical and other benefits for full-time employees.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingissue analysiscustomer communicationproblem solvingattention to detail
Soft skills
positive attitudepatiencereading skillslistening skillswriting skillsadaptabilitycollaboration