Ez Texting Hiring for Customer Support Representative at Remote Full Time

Department:
Customer Support

Location:
Remote

Who We Are:
EZ Texting is the #1 text communications technology company delivering fast, easy, and effective solutions for businesses across a wide variety of industries. Dreamers first, we are at the forefront of revolutionizing the way businesses communicate with their customers and believe personal relationships can transform an organization’s ability to grow.
Our employees are our greatest strength and we are committed to hiring exceptional, values-aligned talent. We have consistently been rated a Top 100 workplace and are committed to being a best-in-class employer for remote work — with benefits to match!
We are currently open to hire in CA, NY, TX, OR, WA, GA, PA, FL & TN.
Role Overview:
We are looking for a Tier1 Customer Support Representative to act as a resource to customers on service requests and issues. You will work to coordinate with other internal departments to resolve issues and follow through with clients until completion. Your primary responsibility will be facilitating calls, chat and emails from our customer base. You may provide non-technical initial client on-boarding in absence of dedicated resources within the organization. This role is an entry-level support role. This role performs routine tasks as directed and under close supervision and typically requires 2+ years of customer service experience.
Primary Responsibilities:

• Initial point of contact for all technical inquiries and via calls, chat and email
• Perform customer service and provide technical support via chat, co-browsing, ticket, and phone.
• Maintain customer service levels according to EZ Texting SLAs.
• Ensure that customers receive the appropriate level of service and technical support by handling unresolved and escalated client issues with prompt and courteous service.
• Mitigate client concerns and ultimately make customers happy!
• Work with other customer-facing teams to ensure consistency in all policies and procedures.
• Accomplish a thorough understanding and proficiency of EZ Texting’s products through internal training and development.
• Monitor the ticket management system to ensure timely acknowledgement of support requests. Prioritizes ticket requests, distributes/escalates requests to appropriate team member(s).
• Document, track, and monitor escalated issues to ensure a timely resolution and effective communication to all parties involved.
• Triage, prioritize, manage and report on support tickets/resolutions.
• Use various systems, software and hardware tools to identify and diagnose device health status and identify problems.
• Collaborate with management to champion efficient workflows and processes.

Requirements:

• 2+ Years of prior customer support experience strongly preferred, especially phone support
• Previous experience working with CRM’s (Particularly Salesforce Service Cloud)
• Ability to work in a fast-paced team environment all whilst being remote
• Ability to multi-task and quickly adapt to changing priorities.
• Efficient in time management.
• Strong verbal, written communication and people skills
• Bachelor’s degree, or relevant years of experience
• Strong technical proficiency
• Ability to learn new concepts and technologies quickly

What We Provide:
Benefits available to EZ Texting team members include, but are not limited to:

• 100% paid medical, vision, dental and life insurance for self (generous coverage for families)
• Stock options
• 401(k) plan
• Flexible PTO and unlimited sick leave
• Paid parental leave
• Annual personalized learning reimbursement
• Quarterly wellness reimbursement

Remote-work optimization benefits including:

• Monthly internet reimbursement
• Monthly flexible remote work stipend, including DoorDash subscription
• Annual home office enhancement stipend
• Direct-billing ordering for supplies

EZ Texting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join the 165,000 customers who have used SMS marketing to connect with their audiences.
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Job Type: Full-time

Work Location: Multiple Locations