Customer Support Representative (On Call)

Remote

Part Time

Entry Level

Instant Teams is hiring a Customer Support Representative to partake in a mission-driven opportunity to empower organizations by equipping them with the tools to help transform governance practices. This Remote Team Member (RTM) will be responsible for responding to all incoming support requests by clarifying issues to determine the cause and provide a possible solution. You would be a great fit for this position if you are level-headed, have strong time-management skills, and are comfortable with technology. This position is 100% remote and contingent upon a background check. OCONUS FRIENDLY!

Learn applications to answer most questions of both Admins and Users
Maintain a positive and professional attitude toward customers at all times
Respond to tickets and calls by clarifying the issues
If the issue cannot be resolved: collect information and forward it internally to the support team for next business day resolution
Log all calls and support tickets as necessary
Reach out to the appropriate internal team members if a “severity 1” or “system down” alert is received from a customer
Spend time in exploratory testing in the application to proactively identify issues and bugs
Other duties as specified

Must Haves:

Friendly and outgoing personality
Ability to stay calm when customers are stressed or upset
Must be comfortable with technology
Experience with Zendesk (1 year minimum)
Experience with troubleshooting / tech support
Must pass a background check + drug screen

Training:

Approximately 1-2 weeks
Async for the most part, aside from two to three 1-hour scheduled syncs which will fall between 8:30AM-5:30PM EST Monday-Friday

Post Training Schedule:

This is a Remote on Call position offers variable hours ranging from 0 to 40hrs per week, depending on business needs.
Availability for on-call work at any time is required.

Equipment is not provided for this position.

Due to specific position requirements, we cannot hire from the following locations for this opportunity: California, Illinois, Iowa, Massachusetts, Minnesota, Montana, New York, Flagstaff, Arizona, Seattle, Washington, Washington D.C., Rhode Island

This position is OCONUS-friendly however we are unable to hire from EU.

*In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

________________________________________________________________________________

Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

As a customer experience (CX) marketplace, Instant Teams partners with nation's top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.

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In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. If hired, are you able to provide documentation to prove the eligibility requirements?*

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