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About the role
Key responsibilities & impact- Customer Support: Respond promptly and empathetically to inbound calls, emails, and text message inquiries from Aira users. Provide guidance and assistance regards to billing, subscription plans, and any questions about Aira’s products and services.
- Technical Troubleshooting: Assist users with technical issues related to the Aira app or equipment, ensuring a smooth and seamless experience during their interactions.
- Training and Onboarding: Educate new users on how to effectively use the Aira platform, explaining its features, functionalities, and best practices.
- Documentation: Maintain detailed and accurate records of user interactions, ensuring all information is logged in the CRM system to track and manage customer issues effectively.
- Collaboration: Work closely with other Customer Care team members, sharing insights, and collaborating to provide consistent and exceptional support.
- User Advocacy: Be the voice of the users within the company, conveying feedback and suggestions to the product and development teams to continuously improve the Aira platform.
- Quality Assurance: Participate in quality assurance activities to ensure service excellence and adherence to Aira's standards.
Requirements
What you’ll need- Minimum 2 years of customer service experience
- Education: High school diploma or equivalent is required. Additional education or certifications in customer service or related fields are a plus.
- Disability Awareness: Experience working with people with disabilities or with accessibility technology, including full range of accommodations used by the blind and low vision community (e.g. JAWS)
- Communication Skills: Excellent verbal and written communication skills are essential for effectively assisting users and conveying information clearly.
- Empathy and Patience: Demonstrated ability to empathize with users and remain patient during challenging situations.
- Technical Aptitude: Basic understanding of smartphones, applications, and other technology-related devices is preferred.
- Problem-Solving Abilities: Strong analytical skills to identify and resolve user issues effectively.
- Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities and customer needs.
- Team Player: Willingness to collaborate with colleagues and contribute to a positive team atmosphere.
- Availability: Flexibility to work various shifts, including evenings, weekends, and holidays, as call center operations may require. Weekends will be required.
- Bilingual: Proficiency in additional languages (French Canadian and Spanish) is a plus, as Aira serves a diverse user base.
- Maintain regular and consistent attendance.
Benefits
Comp & perks- 100% remote work - always was, always will be.
- Maximum of 40 Hours
- Supportive, integrated team environment with ongoing training opportunities.
- Paid training.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical AptitudeDocumentation ManagementCRM System ProficiencyUser TrainingQuality Assurance
Soft Skills
EmpathyPatienceAdaptabilityTeam PlayerCollaboration
Certifications
Customer Service Certification