Hybrid Technical Support Agent Technical Support Agent
Swooped · United States (Remote) · nan, United States Of America · Hybrid
_x000D_ About the job_x000D_
_x000D_About Our Client
Provide best-in-class support that customers depend on to effectively serve their clients. In this role, the individual will be responsible for providing effective service and support by demonstrating strong problem-solving and communication skills, meeting and exceeding SLAs, and collaborating cross-functionally with internal support teams.
In this role, you will get to
- Troubleshoot and resolve customer questions and concerns, ensuring a high level of customer satisfaction.
- Foster collaboration with internal support teams across various functions and communication channels.
- Demonstrate platform knowledge to enhance customer understanding and utilization of products.
- Educate customers by sharing new features, relevant updates, tips, and best practices.
- Enhance knowledge through training and development sessions to stay updated on product changes and support best practices.
Requirements
- Education: Associate's degree or higher preferred
- Experience in customer support and technical support
- Strong Microsoft Office Suite product knowledge (Excel, Word, Outlook)
- Ownership mindset and desire to help customers
- Excellent oral and written communication skills
- Active listening skills
- Organizational and prioritization skills to monitor ticket statuses and respond as needed
- Ability to gather, comprehend, and synthesize complex information
- Analyze and evaluate information critically to provide accurate and relevant responses to customer inquiries
- Ability to express ideas clearly, effectively, and with a positive attitude
- Demonstrate a high level of competency in team collaboration and communication skills
Physical Requirements for this position
- Remote
- Must have consistent and reliable internet access to perform job duties
- Must be able to work 10 AM - 6 PM (CST)
- May require stationary positions (sitting or standing) for extended periods.
Benefits
- Medical, Dental, and Vision plans
- Company-paid basic life and AD&D insurance
- Company-paid short-term and long-term disability
- Supplemental life insurance options
- Company-paid Employee Assistance Program (EAP)
- Retirement plan with discretionary company matching
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- Premium subscription to Calm for employee and dependents
- Company-paid time off (PTO)
- 13 named holidays, 2 floating holidays, and 4 early-release half days
- Flexible work arrangements
- Work-from-home expense reimbursement
- Tuition Reimbursement Program
- Company orientation and 30/60/90 Day Onboarding
Compensation
$21/hr (37.5 hrs/week)
Why Join the Team?
Joining the team means achieving real results for students and educators, backed by a commitment to impactful work. As the company grows, opportunities to expand skills within an ambitious, solution-focused environment will also grow. If you're ready for a collaborative atmosphere where well-being and making an impact go hand in hand, this is the right place for you.
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