Tier 1 Technical Support Representative aka "Nomadic Support Specialist"

Mobile Must Have

409d • $31,200 - $41,600 • Remote

About The Position

The Nomadic Support Specialist is a remote position focused on providing exceptional technical support to customers of MobileMustHave.com. This role involves assisting customers with products related to mobile routers, cellular antennas, and data plans, ensuring a high level of customer satisfaction through effective communication and problem-solving skills. The position requires a friendly and professional demeanor, with a willingness to learn about new technologies and the recreational lifestyle.

Requirements

• Must have a strong work ethic, prioritization and time management skills to work remotely without direct supervision.
• Must be a proficient typist with strong communication and English grammar skills as the majority of customer service inquiries occur via email or chat.
• Able to work independently and in a small team environment.
• Have a positive attitude when delivering valuable and professional customer support services to customers.
• Excellent listening, verbal, and written communication skills to ensure a successful resolution to customer issues.
• Ability to be patient and interact professionally with a diverse group of colleagues and customers.
• Strong organizational skills and attention to detail when updating customer accounts, orders, and online content.
• Minimum 2 years of experience in customer service support.
• Minimum 1 year of experience in basic technical troubleshooting and IT support.

Nice To Haves

• Associate Degree preferred.
• eCommerce background desired, Shopify and Freshdesk experience a plus.

Responsibilities

• Handle first response resolution through email, chat, and phone while building strong customer relationships.
• Make outbound calls to perform first-level troubleshooting for customers with issues.
• Perform base level troubleshooting through a live chat system as needed.
• Manage user accounts, permissions, and emails; including but not limited to upgrading or canceling accounts.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment within time limits and following up to ensure resolution either within the customer service or support departments.
• Develop a solid understanding of products offered by the company and a strong understanding of which products solve each customer challenge.
• Document client issues and resolutions to maintain the internal knowledge base.
• Follow communication procedures, guidelines, and policies.
• Seek appropriate guidance from team members when faced with challenges, as well as provide collaborative feedback to teammates.
• Assist with placement of orders, refunds, or exchanges.
• Inform customers of deals and promotions to assist in additional sales.
• Return Merchandise Authorization (RMA) management; managing customer requests for return, from request to receive to refund.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Benefits

• Employee discount
• Flexible schedule
• Paid time off

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree