Position: Technical Support Representative
Working Hours: Full time; 40 hours/week (Eastern Time Autonomous Hours)
Salary Range: USD 900 - USD 1500/month
Job Summary:
If you love technology and setting users up for success, come join us at Astrohaus as a Customer Success Specialist! This role is at the heart of our mission to deliver exceptional service and support to our users. You will be the go-to expert for users on all things, from guiding them in unlocking the full potential of their devices to troubleshooting technical issues with patience and empathy.
Here, you’ll help us deliver exceptional service and support and live up to our values:
● Make the customer feel heard.
● Have the correct answer.
● Follow-up and follow-through.
In this role, your primary responsibility will be to assist customers through the help desk, including
email, phone, chat, and video meetings to answer any questions and, generally, to make sure our
customers feel supported. It's all about making people feel heard.
The goal is to educate the consumer with the right information at the right time without overwhelming
them. We want the customer to feel supported throughout the buying journey and develop product
mastery.
Tasks:
1. Day-to-day direct support for customer questions
- Inquiry Resolution: Promptly and efficiently resolve customer inquiries related to the usage, features, and benefits of products. This includes providing clear, concise, and accurate information to enhance customer understanding and satisfaction.
- Technical Support: Address technical inquiries and issues via phone, email, live chat, and video calls. This includes troubleshooting problems, providing step-by-step solutions, and escalating issues to the engineering team when necessary.
- Customer Onboarding: Welcome new users and provide them with the necessary resources and guidance to get started with their app. Eventually, this will include 1:1 video sessions with new customers.
- Follow-Through: Follow up on resolved customer questions to ensure satisfaction
2. Documenting and improving the customer success experience
- Feedback Loop: Act as the voice of the customer within the company. Gather user feedback on product features, user experience, and service satisfaction to inform product development and improve customer service practices.
- Documentation: Suggest updates to documentation, including FAQs, troubleshooting guides, and how-to articles based on conversations with customers
- Continuous Learning: Stay updated on new product features, technology updates, and
- customer service best practices to ensure the highest level of support.
Qualifications:
- Education: High school diploma or equivalent
- Experience: Minimum of 2 years in customer service, technical support, or a related client-facing role. Experience in a technology-focused environment is highly preferred.
- Must be comfortable in providing customer onboarding support via Zoom video call.
- Technical Skills: Proficient with customer service software and tools and able to quickly gain familiarity with products and services.
- Communication Skills: Excellent verbal and written communication abilities. Must be able
- to convey information clearly and effectively.
- Problem-Solving Skills: Strong analytical skills with the capability to assess problems and propose effective solutions.
- Language Skills: Excellent English Communication Skills
