Position: Customer Support Manager
Company: Rapidus
Category: Support
Experience required: no_exp
English level: fluent
Published: 2022-03-01T00:00:00+02:00

** Summary **
— It requires communicating in English, writing, and speaking. You need to speak excellent English. No exceptions.
— This is a fully remote role
— Customer support experience is preferred
— You will be either provided a phone line to make calls
— You will be using a time tracker for your time spent on the job
— Work hours are between 08:00 to 18:00 Pacific timezone, including weekends — PLEASE DO NOT APPLY IF YOU ARE NOT COMFORTABLE WITH THIS TIMEZONE
— Pacific Standard Time (PST) is 8 hours behind Greenwich Mean Time(GMT-8)

** Responsibilities **

— Monitor and address escalations to ensure complete customer satisfaction with the service while maintaining an informative and efficient environment for partners to work on work orders.
— You will be presented with a segment of work orders that are identified as a risk or require attention, and you will have to promptly understand the issue, explore options, present and confirm the resolution, and ensure completion of them.
— Time to respond and customer satisfaction is critical and the key to the success of your role.
— Onboarding of the new partners, and providing valuable process insights and feedback to the Products team to help continue improving our backend system and minimize manual efforts.
— Contribution to the public-facing and internal documentation for partners’ guidelines, processes, and FAQ.

** Required **

— Focus on customer satisfaction
— Excellent writing English
— Very good spoken English
— Excellent communication skills
— Fast response time
— Multitask
— Ability to quickly understand and solve issues

** Hours **

— 8 AM to 6 PM Pacific timezone + to work on the weekend
— 5-6 days work week, flexible schedule
— Pacific Standard Time (PST) is 8 hours behind Greenwich Mean Time (GMT-8)

** Paid training will be provided **

** Preferred **

— Remote work experience with a fast and reliable Internet connection
— Customer support service experience
— Time management skills
— Passion for high tech, software development, and QA
— Ability to multitask
— Critical thinking
— Quick decision making in intense situations
— Learn quickly and independently
— Technology savvy (SaaS-base tools, Excel, Word, CRM, Helpdesk, control dashboards, etc)