Position: Freelancer wanted: Technical Support / Technical Customer Service / Personal Growth Opportunity
Company: Rich Returns
Experience required: 2y
Category: Support
English level: upper
Published: 2021-01-01T00:00:00+02:00

Looking for a freelancer with extensive experience in SaaS Technical Customer Support. We are in the SaaS space.

**Tasks**
- answering tickets in our HelpDesk
- troubleshooting issues (e.g. using Postman, etc)
- product demos to interested customers via Zoom
- onboarding customers via Zoom
- support calls via Zoom
- creating automations for our Helpdesk (Macros, etc)
- writing help articles and recording tutorials for our internal / external knowledge base
- reporting bugs to our development team and coordinating issues with them

**Goal**
- Provide an amazing Customer Support experience and really help make a difference by pushing our Support Department forward with your skills and delivering a product to our customers that they love

**Minimum Guaranteed Schedule per week: 12 hours**
- 2 hours per weekday: 1 hour fixed in the morning anywhere between 8 and 10 am + 1 hour fixed in the evening/afternoon anywhere between 4pm and 6pm
- 1 hour per day on the weekend
- additional hours possible for: more tickets, product demos, documentation, personal growth opportunities (see below), etc

**Personal Growth Opportunities**
- room to expand into Customer Success
- (engineering) with a technical background there is room to grow into a Product Management Position inside the company if interested
- (generalist/marketing) with a generalist background or marketing interest there is room to grow into a Marketing Position inside the company

**Requirements**
- Perfect written English & good spoken English is a requirement.

**Bonus**
- eCommerce / Shopify experience (Stores & Apps)
- US timezone

**Process**
- 1 hour test with a screen recording (e.g. using Loom) to understand your thoughts and processes in resolving issues. Task description will be provided. If we do not choose you, you'll receive a great review anyway.
- 10 to 15 minute video call with you to get to know each other. Video needs to be enabled for this.
- Onboarding training will be provided to get you started quickly
- Daily Zoom Call for the first few weeks to answer tickets together and discuss questions
- Project requires signing a standard freelancer agreement that covers things like NDA, IP and GDPR