Customer Support Specialist

Headquarters: Rochester, New York URL: https://www.assignr.com Come Join Our Team! We strive to provide outstanding support to our customers, and we are looking for a team member to help us out. Most of our customer support is provided via email and Intercom messenger, with some support by phone and via Zoom web conference. As a member of the Assignr support team, you will: Respond to and handle tech support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions. Develop the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials. Answer incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how Assignr can improve the user experience. Troubleshoot technical issues within the system and solve problems as they arise. Requirements Autonomy: We’re looking for someone who can work independently with minimal guidance or oversight. Attention to Detail: You are thorough and accurate when reading, interpreting and performing tasks. Client Relations/Customer Service: You enjoy providing great service to our customers. Communication: You are fluent in English, and can effectively listen and share knowledge and information with others. You communicate effectively, both in written and oral forms, using proper spelling and grammar. Most support is provided in writing (Intercom messenger and email), so it is very important that you are skilled in written communication with our customers. Problem-Solving Skills: You use critical thinking skills to work through the details of a problem to reach a solution. Resourcefulness: You can creatively handle new situations or difficulties skillfully and promptly. Taking Initiative + Self-Driven: You can see an opportunity or need and act upon it without being asked or told. You like making things happen, rather than waiting for something to happen. Working Hours This is a full time position. We expect the workload to be approximately 35-40 hours per week. Must be available to work primarily during business hours in the Pacific time zone (e.g. Monday - Friday 9a-5p Pacific time), with occasional coverage on Saturdays. Must be authorized to work in the United States. Benefits USD $27/hour Health insurance (medical, dental, vision) Participation in retirement plan with company match Fully remote position Required Education and Experience Minimum formal education of high school diploma or GED. Intermediate computer knowledge a must, including the use of web applications in general, and understanding web technology from an end-user’s perspective. Ability to independently learn and implement new technologies quickly. Preferred Education and Experience Previous experience handling technical support for a SaaS company Ability to speak Spanish f