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Customer Support Agent for SaaS Businessverified closed
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We are a medium-sized email service provider, looking for someone to provide helpful technical support. We have customers needing support via our help desk ticketing system (in the majority of cases), and via phone. We have a 24 hour help desk, with staff currently located in New Zealand (where our head office is!), Australia, the USA, the UK, and Spain, and we need an additional support agent to help us cover the North American timezones.\nAs such, you should be located in the USA or Canada, or be a native English speaker in the same timezones.\n\nOur team is generally university educated, and we are ideally looking for someone with excellent written communication skills who achieved high marks within his or her university or tertiary qualification, or has a similar level of ability. Speaking of written skills, you will ideally be the type of person who easily spots written mistakes made by others, such as mixing up the words affect/effect, there/their/they're, less/fewer, its/it's, etc. and you ideally revel in your own ability to communicate in an unambiguous and easy-to-understand manner.\n\nDesired Skills:\n\n* Excellent written communication skills, and the ability to understand sometimes complicated scenarios, and provide well-thought-out written responses.\n* A cheerful, friendly, and patient phone-manner (although most support is written/ticket-based).\n* The ability to work independently, from home, with a reliable/fast internet connection.\n* A good understanding of computers and internet technical issues (e.g. you have heard of IP addresses, etc.) You should be the type of person that non-technical friends ask for 'techy' help.\n* In your application, please provide details of your past employment. Please let us know in your application exactly why you think you would be a great fit for this job. If you have the ability to create a short video introduction of yourself (approx 1 minute) then please do so, and provide us a link. This will guarantee your application will stand out, but isn't a requirement. Having a Linkedin page is also beneficial.\n* Working hours will be 9am to 5:30pm (ideally EST), Wednesday to Sunday, OR Saturday to Wednesday.\n\nWe are an exciting business and have been listed in the Deloitte Tech Fast 500 for the past 5 years. Join us, and further your career in the IT industry, learning and using excellent tools such as Zendesk, Intercom.io, Slack and Asana, and how to support a diverse customer base. The right candidate will also be able to progress his/her career into other fields if so desired. We look forward to hearing from you!
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