Online customer support and implementation coordination
$20-30 NZD / hour
Seeking expressions of interest for an online customer support person to watch and manage ticket queue (we use Zendesk). Position would be part time but ongoing for a number of hours per week (negotiable), indefinitely. As a guide, approximately 4 hours per day, 5 days per week.
Ideally looking for someone based in or near Auckland. Even though this is a virtual worker position, some of our big NZ customers would take comfort knowing there is someone local should they require in-person contact.
This is *not* a selling role, but a pre-and-post implementation support role as customers implement our system in their organisation.
The position itself would require you, over time, to develop a level of mastery with our online software application (cloud) such that you could assist customers with questions and configuration issues, even help customers plan their implementations. Customers work through their own implementation checklist but would require regular contact with you to help them along and answer any questions they may have. So being a quick-learner to rapidly acquire product knowledge would be a bonus. Learning the system would involve you playing with a demo site, reading knowledgebase articles, asking us questions, etc.
All tickets come through the Zendesk ticketing system. Inbound phone support should be rare with phone support being limited to you calling the customer, if required, to troubleshoot the problem or seek clarification (sometimes the phone just cuts through like email cannot - also sometimes customers cannot explain themselves properly in the written word).
Our company is based in Melbourne and would be looking to recruit a similar position in the USA to ensure time zone coverage for our global customer base.
Skills you must have -
* Quick learner
* Logical thinker
* Excellent communicator - written and spoken English
* "Just get" how online browser-based systems work in general
* Ideally a good general understanding of databases and programming
* Self-starter, organised
* Your own working environment (i.e. a virtual worker)
Note you don't have to be a computer person as such, just be able to understand our system and relay that knowledge to our customers.
Bonus points -
* Have worked in a similar role before
* Are a freelancer and hence a self-starter
* Know a bit (or a lot) about databases and programming.
Looking forward to hearing from you.
Project ID: #6687980
About the project
32 freelancers are bidding on average $24/hour for this job
Worked as remote project manager in similar role for a Melbourne based IT company. Can provide Australian phone number (via Skype) for contact. Credible references and recommendation letter from Australian companies on More
Hi, I found your job post on Freelancer project feed page and I am very interested in this particular project. I have gone through the description and I understand your requirement very well. I have 5+ years of BPO More
Dear Sir/Maam, I take pleasure in working with you. I would like to extend my association with you in delivering your requirements. Being from a dynamic customer service and support background, i feel confiden More
Hi, We have good setup and regular service we will provide . Skills you demand which we have . So lets start discussion . Thanks
Many years working in the Technical arena. Reliable refereces available. Vast remote support experience.
Strength / Idea / Philosophy => If You have not worked with me earlier then it is your mistake, if you don’t work with me from next time it surely is my mistake. # Before you even read my bid =>> I am not a new fre More
I'm an Australian from Adelaide, living in Montevideo, Uruguay, I have been stranded here, due to a bad business venture, unable to locate local work as I do not speak Spanish, This work would suite my situation. I hav More
My name is Jay from Condor Solutions Ltd. We are a 100% Canadian owned outsourcing company based in Manila Philippines. Our main strategic solution is to provide low cost back office provider for all types of overall C More
9+ years of customer support and lead a team of 10 in Indian MNC. Can provide quality support to customer by creating value
* Quick learner * Excellent communicator - written English .. basic communicator spoken english * know online browser-based systems work in general * Self-starter * Know a bit about databases ( php , code igniter More
