Technical Customer Support (work from home)

Overview

• Small Software company based in Panjim is looking for a technical customer support person.
• Customers are English-speaking located outside India
• Customer Support will be done primarily over email

Timings: 

• Remote (work-from-home)
• Part-time
• 2 hours in morning : 7:00AM to 9:00AM IST (tentative)
• 2 hours in evening : 5:00PM to 7:00PM IST (tentative)
• Total 4 hours per day
• Monday to Saturday
• Should be online on Skype during working hours

Requirements: 

• Must Possess positive & solution-oriented “Customer Service” attitude.
• Trustworthy
• Excellent written English (no typos & correct grammar)
• Ability to write Database queries
• Familiarity with Unix command-line
• Eager to learn our software features
• Process-oriented and documents solutions for future use
• Focuses on being productive by automating repetitive tasks
• Access to high-speed internet
• Laptop with anti-virus software up-to-date

Bonus:

• Prior experience with online customer support & ticketing solutions (optional)
• Fluent Spoken English for phone support (optional)

Daily Tasks: 

• Answer customer emails.
  • some questions might be about features, pricing, setup etc. So need to handhold customers to set up software for their needs.
  • Other questions might be customer-specific. So need to deep-dive into database and server logs to figure out the answer
• Check the daily reports generated by the software and fix any problems for customers flagged.
• Ensure new users are setup correctly.
• Ask customers to write a review for the software based on their usage pattern
• Send template email responses to customers with abnormal results
• Weekly review of top customer service problems and whether we can fix them via software.
• Other than the above defined tasks, there are a variety of manual tasks that come up as we add features to the software on a continuous basis.
  • We try to automate many manual tasks but until such time it is the job of the customer support person to manually perform any new tasks that come up.