Product Support Expert

Customer Support
July 14, 2021
Full Time

Job Description

We’re looking for a Product Support Expert to join our team to cover support 8 PM-6 AM EST Mon-Fri.*note, we’re currently only looking for applicants based in Australia

Who Is Follow Up Boss

  • We’re a simple, communication and sales CRM for real estate teams (and we use our own product)
  • We’re a bootstrapped, profitable company started back in April of 2011
  • We’re a remote company with a mostly US-based team
  • We don’t just claim to be customer-centric – we live it: https://www.facebook.com/followupboss/reviews

Why Work Here?

  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive salary, health/dental/vision insurance, 20 days paid holiday, and other great perks (fitness, coffee, etc)!

This Role Is For You If…

  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech savvy and efficient with SaaS application

Your qualifications:

  • Self motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the Australia, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 8PM – 6 AM Mon-Fri EST.

Your responsibilities will include:

  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Zendesk)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)



30 Day Targets:

  • Learn the Follow Up Boss software & product offerings to be effective in the position
  • Complete all position specific on-boarding tasks, setup, and initial training
  • Virtually meet all Follow Up Boss employees

60 Day Targets:

  • Actively work in the ticket queue on a daily basis
  • Answer incoming calls and complete 10 training calls



90 Day Targets:

  • Meet or exceed KPI expectations
  • Contribute at least 3 documents to the Help Center
  • Contribute at least 1 product pitch



KPI’s:

Average Calls per Day

Average Tickets Per Day (conversations)

If this sounds like a great fit we would love to hear from you.

Location

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