👉 Hiring for a remote Tech + Non Tech position?on the 🏆 #1 remote jobs board
|The first health insurance for remote startups|
A fully equipped health insurance that works for all your global employees
User Support Specialist
User Support Specialist
**WHO WE ARE**\n\nORCID (https://orcid.org/) is an independent non-profit organization that serves the research community. We have a global and interdisciplinary scope and a strong focus on user control and privacy. Our core mission is to connect research and researchers. We do this by providing an identifier for individuals to use with their name as they engage in research, scholarship, and innovation activities; by providing tools and training to the community for integrating these identifiers into research workflows; and by building and sustaining a community of users and adopters. Launched in October 2012, ORCID has over 6,000,000 active users and 30 staff members. Our Website and Registry (orcid.org) is published in twelve languages. \n\n**THE ROLE**\n\nORCID is seeking an enthusiastic and motivated team member with exceptional communication skills to join our user-centric and highly responsive User Team. The successful candidate will join an existing support team member to provide email support to users in English and a second language, as well as working with the team to ensure an overall excellent user experience. This position is full-time (40 hour/week) and reports to the Tech Lead for Quality Assurance and is part of the ORCID Technical Team. As for all ORCID staff, this is a remote position. \n\n**WE PROVIDE**\n\n* A committed and awesome team serving an engaged community\n* Competitive compensation and benefits\n* Flexible work hours and tools to support our virtual office environment.\n* A laptop will be provided\n\n\n\n\n\n# Responsibilities\n **RESPONSIBILITIES**\n\nWorking with ORCID colleagues and our community, the User Support Specialist will be responsible for ensuring that we support our global user community and feedback from users is shared as needed. The key responsibilities include:\n\n* Provide help desk support by responding to tickets from users around the world, answering questions and providing guidance on how to use the ORCID Registry\n* Escalating tickets as needed for bug reporting, feature requests, etc.\n* Identify trends in user requests and determine the best methods to address them\n* Identify process improvements for the ticketing and user feedback workflows\n* Participate in calls and projects with the Voice of the User team and our UX designer to identify new opportunities to improve the user experience within the ORCID Registry\n* Assist with writing and reviewing documentation for users\n* Review suspect records to remove spam from the registry\n* Assist with QA, research, and other tasks as needed \n\n# Requirements\n**REQUIREMENTS**\n\n* Fluent in written and spoken English\n* Fluent written communication in at least one of the following languages: Spanish, Portuguese, Chinese, or Russian\n* Able to work during Europe and US business hours (at least half the working day should be between 1200-2000 UTC) including making twice-weekly meetings at 1500 UTC\n* Experience providing customer or technical support over email\n* Tech-savvy and able to troubleshoot technical issues\n* Exceptional communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic, unstructured environment\n* Experience extracting actionable recommendations from feedback and data, and communicating it to stakeholders\n* Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative\n\n**NICE TO HAVE REQUIREMENTS**\n\n* Additional language knowledge\n* 3 years of experience providing email-based technical support\n* Experience with HTML\n* Experience working remotely or in the research community\n* Experience writing technical documentation\n* Experience using Zendesk\n* Ability to work occasional weekend shifts
See more jobs at ORCID, Inc.
Travel Support Agent - Nightverified
Travel Support Agent - Night
Stats (beta): 👁 2,947 views,✍️ 0 applied (0%)
**ABOUT HOPPER**\n\nHopper is the smart way to book travel on your phone. Combining massive amounts of data and advanced machine learning algorithms, Hopper predicts and analyzes airfare and accommodation to save users money and enable them to travel more often.\nSince its launch in 2015, Hopper has become one of the fastest growing travel apps ever with over 30 million installs to date. It is now the most downloaded flights booking app in North America and travelers have booked hundreds of millions of dollars in flights and hotels around the world using Hopper.\nThe app has received accolades such as Fast Company’s Most Innovative Company in Travel 2018, the Google Play Award for Standout Startup of 2016, and Apple’s App Store Best of 2015.\n\n**THE ROLE**\n\nAs a Travel Support Agent at Hopper, you are the face of the company. You have a passion for the travel industry, enjoy working with people, and are a natural problem-solver. We want people who genuinely love going above and beyond to keep customers loyal and happy. Our goal is to become the best travel company in the industry, and a big part of that is providing the absolute best customer support to our users. Our agents are smart, empathetic, kind and curious. This job is not easy, and we need employees who can learn and quickly understand both tools for managing flights as well as how the Hopper app works, to provide a hybrid of tech and travel agent support.\n\n\n# Responsibilities\n **IN THIS ROLE, YOU WILL:**\n\n* Communicate directly with Hopper customers via phone and email. No scripts, human conversation only.\n* Constantly prioritize and re-prioritize a high volume of incoming requests\n* Work out of multiple global distribution systems (GDSs) and a variety of internal tools and systems to help Hopper users pre- and post-booking\n* Provide an exceptional level of customer support to all users who reach out\n \n\n# Requirements\n**A PERFECT CANDIDATE HAS:**\n\n* Exceptional written and verbal communication skills in English; bilingual proficiency in Spanish, French or Portuguese is a plus\n* Natural empathy and the ability to understand, meet, and exceed customer needs\n* Good computer skills and an ability to learn quickly and absorb a high volume of new information on a daily basis\n* Excellent judgment; ability to ask smart questions and make quick, impactful decisions\n* Resilient attitude, ability to stay on your toes and move with any changes that Hopper as a scrappy, startup environment needs to make\n* Previous experience working remotely\n* Availability to work both weekdays and weekends on the following shift; 10:30 PM until 6:30 AM EST (7:30PM until 3:30 PT)\n* Ability to start early January \n\n#Location\n- 🇨🇦CA-only
See more jobs at Hopper
PLEASE NOTE THAT WE ARE NOT ACCEPTING ANY FURTHER APPLICATIONS. THANKS FOR YOUR INTEREST!\n\n**The position**\nWe’re looking for someone to join our support team from the Asia Pacific side of the world. You’ll be providing additional coverage for our global customer base. Amazing customer service is one of the most crucial aspects of our business, so you will be absolutely key in helping us keep new and existing customers happy.\n**Your work week will be Sunday to Thursday in your home time zone.** If you have questions about this, just let us know. (We have a pretty generous vacation policy, so you will have time off as well.)\n**What your day-to-day work will look like**\n* Replying to help requests and inquiries via email (we use a customer support system) and occasionally from social media platforms.\n* Helping to keep our Support Centre (internal and external documentation) up to date.\n* Improving our system and interfaces by reporting issues and sharing feedback with the design and development teams.\n* Working with the team on improving our overall customer experience by giving and passing along feedback, sharing your ideas, troubleshooting, etc.\n**Profile of our ideal applicant**\nYou absolutely have to have plus plus English language writing skills. You’ll be writing a lot, and English is our business communication language. (If you happen to speak/write another language, it would certainly be a bonus.) Quite a few of our customers don’t speak English as a first language, so clear communication is really important.\nYou must like people (like, actually like them). No matter how frustrated the customer, you need to be able to understand their perspective and keep working with them to get the problem solved without losing your cool. (It’s the internet, folks aren’t always polite…)\nCuriosity. You don’t have to be the world’s foremost domains expert to work here, but a little curiosity will go a long way in learning the systems and processes and solving problems.\nYou need to be able to work without supervision. This is key. We are a remote team, and while you will have someone on hand for training, questions, etc. initially, there will be times when you’re on your own. We have tonnes of very thorough documentation and escalation channels for bigger issues, but you need to exercise your agency and not always wait for someone to tell you what to do. (In general you will overlap with others in your own and other timezones, so no one gets too lonely.)\n**If you really want to razzle dazzle us, tell us about your:**\n* Knowledge of domains, DNS, and internet plumbing-related topics\n* Previous experience in customer service/support\n* Previous experience in the startup space\n* Experience with Desk.com or similar customer support software\n* Appreciation of pop culture-centric gifs.
See more jobs at iwantmyname
Visit iwantmyname's website