LOOKING FOR FILIPINO CANDIDATES CURRENTLY RESIDING IN THE PHILIPPINES.
*We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your application.
Position: Customer Support Agent
Working Hours : 8 hours per day (ideally Central Time), but on more than 50% of days, the work can be achieved in only 4-5 hours. And after any maintenance tasks are complete, the agent can stop working early. We are a very flexible and modern workplace, so you can work when and how you want, as long as the work is being done to a high standard.
Holidays: US and PH Holidays
Salary Range: starts at USD 1,000/month
About the Company:
We are a tiny 3 person team that’s built a high-end flight tracking app for iOS. Our app is quite technical and aviation-focused.
About the Role:
We are looking for our 2nd customer support agent, to help answer daily inquiries and troubleshooting from users. An example workflow is reading the customers support email in Front, checking your own app to determine if you see the issue from user’s end, deciphering what might actually be the root cause of the customers issue and then responding with a pre-written template or asking clarifying questions. Some tasks will require accessing our backend software to reset a user’s account, export their data to send to them, or triage.
This person will get onboarding from the direct team and the current support agent, who will be available for questions. While we do not expect 24/7 coverage and immediate replies to customers, the two support agents will need to coordinate such that one person is working each day, which means you should expect to work 1 day per weekend and to get 1 day per week off. eg. work on Sunday, but have Tuesday totally off.
Key Responsibilities:
- Help answer daily inquires and troubleshooting from users
- An example workflow is reading the customers support email in Front, checking your own Flighty app to determine if you see the issue too, deciphering what might actually be the root cause of the customers issue and then responding with a pre-written template or asking clarifying questions.
- Some tasks will require accessing our backend software to reset a user’s account, export their data to send to them, or triage.
To succeed in this role, you must have:
- At least 2 years of experience in the same role
- An iOS and/or Mac running the latest software version
- Experience with email, message templates, email tags is required.
- An excellent “puzzle-solving” abilities to decipher the root cause issue, be very calm and polite to the user in their reply, and then correctly categorize the type of issue via Tags for our reporting system.
- Interest and familiarity with aviation, flight tracking, the stages of a flight, etc. is nearly required to succeed in this role.
- Experience with Front is a big plus.
