Akraya
Primary Skills: Customer Support - Expert, Time Management - Intermediate, Communication Skills - Expert, Technical Proficiency - Intermediate, Troubleshooting - Intermediate
Contract Type: W2 Only
Duration: 6+ Months with Possible Extension
Location: Remote (#LI - Remote)
Pay Range: $18-$23 per hour on W2
Job Summary:
In this role, you will engage directly with customers, providing top-notch support and building meaningful relationships through empathy and excellent service. You'll manage and respond to a blend of approximately 35 daily phone and email inquiries, ensuring timely resolutions and maintaining service level agreements. The position calls for diligent documentation, efficient queue management, and the ability to manage accounts, subscriptions, and technical issues related to SketchUp, ensuring customer satisfaction and loyalty.
Key Responsibilities:
Engage professionally with customers to resolve inquiries via phone and email, ensuring a high level of customer satisfaction. Efficiently manage personal queues and backlog, addressing and resolving requests to maintain optimal workflow and meet team SLAs. Document each customer interaction meticulously, including issue details and troubleshooting steps taken. Assist customers with account and subscription management, process refunds, and resolve technical issues relating to SketchUp software. Continuously update personal knowledge of products, promotions, and systems to effectively address and resolve customer issues.
Must-Have Skills:
Proven customer support experience, with the ability to manage communications through chat, email, and phone. Strong technical proficiency with computer systems, software, and familiarity with Google Suite. Exceptional communication skills characterized by active listening, empathy, and the capacity to adapt communication styles.
Industry Experience: Experience in technical support, particularly with software or technology products, is preferred. Knowledge of SketchUp software is a plus. ABOUT AKRAYA Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)! Industry Leaders in IT Staffing As staffing solutions providers for Fortune 100 companies, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with great jobs, we connect you with a workplace that inspires! Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team!
Engage professionally with customers to resolve inquiries via phone and email, ensuring a high level of customer satisfaction. Efficiently manage personal queues and backlog, addressing and resolving requests to maintain optimal workflow and meet team SLAs. Document each customer interaction meticulously, including issue details and troubleshooting steps taken. Assist customers with account and subscription management, process refunds, and resolve technical issues relating to SketchUp software. Continuously update personal knowledge of products, promotions, and systems to effectively address and resolve customer issues.
Must-Have Skills:
Proven customer support experience, with the ability to manage communications through chat, email, and phone. Strong technical proficiency with computer systems, software, and familiarity with Google Suite. Exceptional communication skills characterized by active listening, empathy, and the capacity to adapt communication styles.
Industry Experience: Experience in technical support, particularly with software or technology products, is preferred. Knowledge of SketchUp software is a plus. ABOUT AKRAYA Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)! Industry Leaders in IT Staffing As staffing solutions providers for Fortune 100 companies, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with great jobs, we connect you with a workplace that inspires! Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team!