Customer Support Agent

You MUST complete the job assessments using this link:

Candidates will be asked 10 application questions by really. If your answers are all “yes”, then you may proceed to the link:
https://flow.vervoe.net/job-page/vi-stage-01-predisposition-assessment-i/b362f4bc-ba6d-457f-b468-e9c8727080e0

Candidates who do not complete the assessments using that link will not be considered.

Company Overview

Flow's customer service division called Ravience (ravience.co) is hiring for a full-time, work-from-home, U.S.-based Customer Support position. You will be working with an Online Legal Services client of ours. We are only accepting U.S.-based applicants for this position.

Job Summary and Responsibilities

The Customer Support Agent will be responsible for providing support via chat, phone, and email. The ideal candidate must be extremely customer-focused, technically savvy, patient, persistent, professional, and able to creatively problem-solve to triage issues while maintaining positive communication at all times.

The right candidate will enjoy a long-term position with growth potential.

Job Details

• Location: Work remotely anywhere in the U.S. except California or New York.

• Work environment: Reliable high-speed internet and your own computer.

• Available shifts and compensation:

• Monday - Friday, 11am to 8pm Eastern Time (1 hour break)

• $12-15 per hour

• Benefits available to full-time employees:

• 10 PTO days

• 9 paid holidays

• Medical expense reimbursement up to $90/month (after-tax)

What You'll Do

Customer Service

• Consistently provide excellent customer service across chat, phone, and email.

• Respond to customer questions in a timely and professional manner

• Triage customer chats and relay them to the appropriate team member

• Communicate with the company's main point of contact to get clarify documentation and workflows

• Maintain a standard of quality by proactively referencing establish metrics

• Proactively audit your own past customer interactions in order to close knowledge gaps

• Document processes and changes in order to keep an up-to-date knowledge base

• Audit current training materials and create resources for future agents

• Come up with proactive ideas to change approaches and processes to drive better results

Technical Support

• Become proficient on the client's SaaS platform (know more than the customers)

• Serve as the voice of the customer and work with the client's team to improve the health and usability of their product

• Use basic troubleshooting techniques to diagnose and provide solutions to a variety of customer issues across the software platform

• Identify recurring bugs that customers may be experiencing and relay them to the appropriate team

• Identify and recommend improvements to the client's internal support tools as necessary

• Perform other job-related duties

You’ll be provided with ample training and required to study, test, and train on the websites, platforms, and knowledge bases of this client. We love to make our clients say ‘whoa!’ — recorded calls and emails are continually monitored for performance and feedback.

Who You Are

• Demonstrated skills in software customer service

• Engaging, helpful, and knowledgeable phone communication skills

• Familiarity with the basic principles of successful customer relations (bonus points if that was in software)

• Tech-savvy and eager to learn new technology systems, procedures, and skills related to sales and service.

• Handles customer expectations in a professional manner, anticipating and addressing their needs and desires.

• Provides flexible customer service to ensure customer satisfaction and loyalty.

• Able to stay energized and motivated in a high-volume work environment with limited supervision.

• Quick on your feet and able to think while you speak.

Who We Are

Ravience is more than just a place to work — we’re a team of customer experience experts, out to achieve our highest potential. We live and breathe our core values; learn about them here: https://www.ravience.co/about. Equal Opportunity Employer: Minority / Female / Disability / Veterans / LGBTQ

You MUST complete the job assessments using this link:
Candidates will be asked 10 application questions by really. If your answers are all “yes”, then you may proceed to the link:
https://flow.vervoe.net/job-page/vi-stage-01-predisposition-assessment-i/b362f4bc-ba6d-457f-b468-e9c8727080e0

Candidates who do not complete the assessments using that link will not be considered.

Job Type: Full-time

Pay: $12.00 - $15.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
We were remote before it became a thing. This position is fully and permanently remote.

Application Question(s):

• Do you have a stable internet connection, backup internet in case of an outage, and an interruption-free work environment?
• Do you have a webcam and microphone for video meetings?
• Do you have experience providing Customer Service over the phone, chat, and email?
• Are you looking for a long-term position in which you can grow over time?
• Do you enjoy learning new things?
• Have you reviewed the full job description, details, and required skills as presented on really?
• Are you available to start in the next 2 to 4 weeks?

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: Multiple Locations