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Customer Service Specialist

Posted Jun 28

Modern Tribe
Headquarters: Remote
tri.be

The Opportunity

Our team is growing and we’re looking for a seriously support-loving person to add to the mix. This person will provide on-going customer service support across our Products team for a growing suite of WordPress plugins through the forums we run and manage on our website, but have hit a spot where extra help building relationships with our customers will make a world of difference.

We’re looking for someone for around 10 hours a week to help us go the extra mile when customers reach out for help with some of the less tech-y side of things, like email support, Nonprofit Partnership Program, WordPress Meetup Organizer Program, processing of refund requests, assisting with account access, license key administration, downgrading accounts, pre-sales questions.

However, we won’t lie. This will be a fast-paced position where a successful person will be genuinely happy to help customers with a myriad of questions. There are more than 400,000 active installs of The Events Calendar running on websites around the world and many of them have questions that require timely assistance. Support is at the center of everything we do here at Modern Tribe, we want you to help our community thrive.

Who We Are

Modern Tribe, Inc. is a rapidly growing software & design company. We develop custom solutions for some of the world’s largest companies, government institutions and smaller growing organizations. We pride ourselves on our ability to bridge people and technology and to bring the passion and dedication of an entrepreneur to every project. Our team is composed of talented employees and freelancers around North & South America (and a smattering across the globe).

Who You Are

We love working with each other because we have built a culture that suits us well. We work primarily with freelancers and coordinate their talents for large projects. To be on our team, you must be:

  • HAPPY Where there is a will, there is a way. Having a positive disposition allows us to achieve great things and to support each other.
  • HELPFUL Always looking for ways that you can help others.
  • CURIOUS It is essential that you have a passion for learning. Technology changes daily, and life has a way of constantly raising the bar.
  • ACCOUNTABLE Our clients expect us to get the right thing done on budget and on time. Communicating expectations and meeting them is the cornerstone of success.
  • A FREELANCER This means that if you live within the USA, you will also maintain your own personal client list and that Modern Tribe will only comprise a portion of your total income. Regardless of where you live, you need to be already freelancing.

Responsibilities

  • Moderating the support inbox, ensuring customers and potential customers receive responses within 24 hours of submission
  • Field incoming requests about account access
  • Facilitating account-to-account license transfers, generating new keys to replace non-validating keys, etc
  • Downgrading customer accounts
  • Answering Pre-sales questions for plug-ins
  • Processing of refund requests

Personal Competencies

  • Extremely outgoing and friendly attitude
  • Strong communication skills
  • Experience working as part of a remote team
  • Self-motivated, detail-oriented
  • Strong organizational skills
  • A methodical approach to all tasks
  • Ability to prioritize workloads and meet deadlines
  • Fluent English speaker

Knowledge and Experience

  • Strong communication and/or experience working as part of a remote team
  • Self-motivated, detail-oriented, strong organizational skills, with a methodical approach to all tasks
  • Ability to prioritize workloads and meet deadlines
  • Experience processing of refunds requests
  • Online account management
  • Reply to customer email threads and questions
  • Respond to refund requests

Bonus Points

  • Have a proven track record providing remote support
  • Experience with MySQL
  • Experience working with WooCommerce
  • Experience working with WordPress

Location

Work from anywhere in the US or Canada; if you are in Central or South America, let’s talk. This will be a 100% remote position. If your working hours are in a timezone outside of the US range, but you work 2+ hours of overlap each day our team might be able to consider your application.

Compensation

Our hourly rate for this gig starts at $15-$20/hr, depending on experience, with opportunities for rate bumps on annual review. This gig is about 10 hours per week of work. This is a one time contract position, though we are always seeking longer relationships with kick-ass people.

 

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Apply for this position

Please apply through the following link http://m.tri.be/19oy