Remote Part-Time Tier 1 Customer Support - Afternoon - Contractor
: Job Details :


Remote Part-Time Tier 1 Customer Support - Afternoon - Contractor

Execonline

Location: New York,NY, USA

Date: 2024-05-08T07:21:00Z

Job Description:

**Remote Part-Time Tier 1 Customer Support - Afternoon - Contractor**

at ExecOnline Remote *all* leaders to their future potential.

In partnership with the worlds top business schools, we deliver career-enhancing programs for leaders and meaningful impact for enterprises. Were growing rapidly, and were hiring passionate, diverse, mission-driven talent to grow with us.

The Part-Time Tier 1 Customer Support Agent is a virtual-based contractor who is motivated to provide quick and effective service to worldwide participants in our executive development programs. This person champions customer happiness, satisfaction, and success through patience, understanding and both content and technical know-how. **The hours for this role are from 12PM - 6 PM EST Monday through Friday.**

You will serve as a point of contact for our clients and address their questions and needs related to their learning experience on our online learning platform.

As the Agent will be communicating with top-tier executives, it is important to possess a professional demeanor and communication skills, along with a strong desire to assist inquirers and uphold the professional image of ExecOnline.

Agents will be provided training, resource materials, and ongoing management and support from our team. Experience in a SaaS/product or application setting with familiarity in Salesforce or similar CRM, website backend/administrative interfaces (e.g. Wordpress/Rails Admin) and exposure to help desk software is highly required.

**Hours for this role are from 12PM - 6 PM EST Monday through Friday.** Hours per week will vary over the year based on the ExecOnline program schedule. We are open to flexible schedules ranging from 10-20 hours of availability per week, while there might be an opportunity to take on additional hours based on volume. Candidates must be located and authorized to work in the US.

**What we want you to do:**

* Enthusiastically support clients with their tech needs by email, chat, phone, and web-based tools

* Accurately identify and troubleshoot technical and non-technical issues in a timely manner for a global set of users with diverse environments and scenarios

* Promptly escalate more complex problems to appropriate internal team members

* Demonstrate a familiarity with standard concepts, practices, and procedures of our programs, learning content and technical products (with training)

* Continuously endeavor to improve the quality of our support and service, both internally and externally

* Additional opportunities to monitor live online video conferencing events and provide live immediate assistance to participants

**What you need to succeed:**

* 1-3 years of work experience, preferably with a SaaS company or a product/technology division

* Poise and professionalism to respond to high-level executives from around the world; executive support experience is a plus

* Strong communication skills, both written and verbal that recognizes and adapts to the wide range of ExecOnline participants. Be well versed and comfortable with email, phone, and video (if needed) etiquette in potentially challenging, stressful situations for users or those with lesser technical fluency

* Familiarity with Salesforce (or other CRM), website backend/administrative interfaces (e.g. Wordpress/Rails Admin), cloud-based tools, and exposure to help desk software is required.

* Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment

* Writing/reading/speaking fluency in other languages outside of English; familiarity with video conferencing technology and related desktop support. Fluency in Spanish, French, or Japanese is preferred.

Benefits, Perks, and Resources:

* Accelerate your career: take any of our high-impact courses, for free

* Youll receive stock options in our fast-growing company, as well as access to a 401(k) to invest in your future

* Thrive beyond work with 20 days of PTO, generous parental leave, paid holidays, and flexible work arrangements

* Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings

* Community & Belonging: Our Employee Resource groups bring together employees with shared characteristics or life experiences

Commitment to diversity, equity, and inclusion is our ethos. We take diversity in hiring seriously, and encourage you to apply, even if you dont meet every bullet point to a T.

If you have a disability, or any other need that requires an accommodation, please reach out to the recruiting team - were happy to help!

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in ExecOnlines Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For

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