Akraya
Primary Skills: Customer Support, Expert; Time Management, Advanced; Communication, Expert; Troubleshooting, Intermediate; Remote Working, Intermediate.
Contract Type: W2 only
Duration: 6+ Months with Possible Extension
Location: Remote (#LI - Remote)
Pay Range: $18-$21 per hour on W2
Job Summary:
We are seeking a dedicated SketchUp Technical Support Specialist to provide exceptional customer service, ensuring customer satisfaction by actively listening and addressing their technical issues with empathy and professionalism. The role involves managing daily email and phone requests, documenting customer interactions comprehensively, and assisting with account, subscription, and technical challenges related to SketchUp, including billing, account authorization, and troubleshooting. The ideal candidate will proactively manage their queue, maintain optimal workflow to meet team SLAs, and apply troubleshooting skills to efficiently resolve customer issues.
Key Responsibilities:
Engage and build trust with customers through professional and empathetic interactions. Provide quick responses to email and phone requests, maintaining team SLAs. Document customer cases comprehensively, covering all interaction details and troubleshooting steps. Assist with account and subscription management processes, including refunds, authorization, and technical issues related to SketchUp software. Use knowledge base content effectively to qualify and escalate customer requests when necessary.
Must-Have Skills:
Proficient in customer support via chat, email, and phone. Strong technical proficiency and familiarity with computer systems, software, and Google Suite. Excellent communication skills with the ability to manage time effectively, ensuring high-quality customer communications.
Industry Experience: Experience in technical support, particularly with SketchUp or similar software, is preferred. 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 and build trust with customers through professional and empathetic interactions. Provide quick responses to email and phone requests, maintaining team SLAs. Document customer cases comprehensively, covering all interaction details and troubleshooting steps. Assist with account and subscription management processes, including refunds, authorization, and technical issues related to SketchUp software. Use knowledge base content effectively to qualify and escalate customer requests when necessary.
Must-Have Skills:
Proficient in customer support via chat, email, and phone. Strong technical proficiency and familiarity with computer systems, software, and Google Suite. Excellent communication skills with the ability to manage time effectively, ensuring high-quality customer communications.
Industry Experience: Experience in technical support, particularly with SketchUp or similar software, is preferred. 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!