Job Title: Customer Service Representative

Location: Remote (Monday through Friday, 9:00 AM - 6:00 PM) (Remote in Alabama only)

Company Overview:
We are a dynamic startup focused on delivering innovative solutions through our TeamAlert product. We pride ourselves on fostering a fast-paced, collaborative environment where self-motivation, organization, and a strong customer focus are key to success. If you’re passionate about providing exceptional customer support and thrive in a startup setting, we’d love to have you join our team.

Job Summary:
The Customer Service Representative will be the first point of contact for our customers, responsible for handling Tier 1 support requests, onboarding new clients, and providing ongoing training to ensure the best possible customer experience. This role requires a deep understanding of our product across multiple platforms (Android, iPhone, Mac, Windows, Bluetooth, and SSO) and the ability to effectively communicate with customers to resolve issues, retain their business, and encourage upgrades.

Key Responsibilities:

• Tier 1 Support: Serve as the primary contact for all Tier 1 support inquiries related to our product. This includes troubleshooting, resolving issues, and providing timely responses to customer queries.
• Customer Onboarding: Manage the onboarding process for new customers, ensuring a smooth and positive experience as they begin using our product.
• Training and Development: Conduct refresher training sessions for existing customers to ensure they are maximizing the value of our product. This includes identifying areas where additional training is needed and delivering content that meets those needs.
• Customer Retention: Develop and document strategies for retaining customers, including handling requests to cancel services. Work to understand the reasons behind cancellation requests and proactively offer solutions to retain their business.
• Sales and Upgrades: Engage with customers to identify opportunities for them to upgrade their services. Successfully encourage customers to upgrade, achieving a minimum of $500 in upgrades per week.
• Technology Proficiency: Demonstrate a high level of comfort and expertise with our product on various platforms, including Android, iPhone, Mac, Windows, Bluetooth, and SSO. Provide clear and concise support and guidance on these platforms.
• Tools & Software: Utilize tools such as Zoom, Calendly, and HubSpot to manage customer interactions, schedule meetings, and document processes.

Qualifications:

• Proven experience in a customer service role, preferably in a startup or tech environment.
• Strong organizational skills and self-motivation to work independently in a fast-paced setting.
• Excellent communication skills, with the ability to articulate complex technical concepts to a non-technical audience.
• Experience with Zoom, Calendly, and HubSpot.
• Proficiency with various operating systems and platforms, including Android, iPhone, Mac, Windows, Bluetooth, and SSO.
• Demonstrated ability to meet sales targets or performance goals related to customer upgrades and retention.
• A positive, customer-first attitude with a passion for solving problems and helping others.