[Hiring] Concierge Agent - Chat! - Vets/MilSpouses @Msccn

Role Description

This position is remote; however, due to specific position requirements, the employer cannot hire from the following locations: California, Denver, Colorado, Iowa, Illinois, Massachusetts, Montana, New York, Washington, D.C., Seattle, Washington, and Rhode Island.

You will be a great fit for this position if you are a motivated self-learner who is reliable, resourceful, resilient, flexible, organized, self-motivated, and proactive. In addition, you must be able to write clearly and succinctly to communicate complex information. An onboarding training course is mandatory.

Day In the Life:

• Chat-based support
• Answer inbound customer inquiries dictated by the Client and provide efficient support to global customers (chat).
• Provide Tier 2 support to customers within Concierge.
• Complex troubleshooting of expense management software.
• Communicate complex information clearly and succinctly in written format.
• Compose answers to help build a curated response.
• Utilize resources to interpret and troubleshoot inquiries.
• Handle sensitive information with care and security and meet predetermined metrics.
• Account Management
• Complete customer’s internal onboarding education and lead product demos for prospects (video calls/demos).
• Oversee multiple accounts as the primary point of contact, understanding their business and stakeholders' needs to ensure maximum value.
• Triage customers’ platform issues and documents via GitHub.
• Assist customers with understanding and implementing new product features and provide customer feedback to the team.
• Identify and report potential customer retention or churn.
• Maintain customer account reviews by participating in review calls via Zoom/Teams, assessing the need for organizing further communication for continued support.
• Upsell customers on additional features & demos.
• Nurture clients towards a successful, intimate knowledge of the product and guided training.
• Manage customer account configurations for new and existing clients to ensure customers roll out product features correctly.
• De-escalate troubleshooting questions to keep calls focused on account configuration.
• Perform other duties as assigned.

#LI-Remote

Qualifications

• 6-months experience working in a fast-paced environment and managing a heavy workload.
• Ability to communicate complex troubleshooting steps clearly and succinctly.
• Motivated and a self-learner.
• Ability to keep up to date with product and process changes in a fast-paced environment.
• General tech-savviness to learn platforms, products, and processes quickly.
• Excellent English skills (spoken and written).
• Ability to provide prompt and friendly customer service, predominantly via chat.
• Strong troubleshooting, reading, comprehension, and problem-solving skills.
• Personal reliability, self-management, and the ability to shine under limited supervision.
• Sales experience is highly preferred.

Requirements

• Pay Rate: $19/hour + Incentives.
• Training Schedule: Training will fall between the hours of 1:30pm - 10pm EST | Monday-Friday | 30-minute Lunch.
• Training is 6 weeks.
• Post-Training Schedule: 7pm - 4am EST | Monday - Friday | 40 Hours a week | 1 hour Lunch.
• 100% remote.
• Equipment is not provided.