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First Level Customer Support

Website Convert

Highlights

  • 🗺 Anywhere in the World 🗺 but must be available 09:00 – 18:00 US Eastern Timezone GMT-4

We’re Convert.com. As a company, we’re an optimization software market leader. As people, we care about inclusivity, self-determination, flexibility, and photos of each other’s pets. We are a 100% remote team, working across 10 time-zones.

At Convert we’re always looking for exceptional people with talent who believe that the future lies in Always Learning, Always Doing, Always Communicating.

We are hiring 1 full-time and 1 part-time customer support member to join our team.

These fully remote roles, are responsible for providing support to existing customers by chat, email and phone. Using a variety of platforms, you will help to answer questions, record feedback and provide solutions. These roles will be a part of the core team and are expected to collaborate internally to be successful.

In a typical week you’ll

  • Respond to customer support requests using platforms such as ZenDesk, Intercom and RingCentral.
  • Tag customer support tickets.
  • Provide solutions to customer questions related to the app.
  • Pass customer Feature Requests to Release Plan in Asana.
  • Investigate and troubleshoot customer technical issues (CSS, HTML, Javascript, jQuery, browser console troubleshooting)
  • Generate technical documentation in Zendesk knowledge base.

To be a strong candidate you should

  • Have a familiarity with CSS, Javascript, HTML5, browser developer tools
  • Have previous experience in support
  • Possess excellent communication skills and be able to explain technical concepts
  • Be a proactive problem solver
  • Have excellent time management
  • Be able to read customers
  • Be passionate about delivering 1st rate customer support and happiness
  • Use positive language
  • Be an excellent multi-tasker
  • Always be curious and keen to learn
  • Very stable internet connection

Bonus Points

  • Awareness of how CRO tools work.
  • Interest or experience in QA testing.

Bonus points are just that, a bonus. Please don’t let this put you off applying. We really want to hear from you!

Hours

1 x Full-time role, 40 hours per week, 09:00 – 18:00 US Eastern Timezone GMT-4. Flexibility in working time may be possible in the future. Estimated start date: July 2019

1 x Part-time role, 20 hours per week, European Timezone. Estimated start date: September or October 2019.

NOTE: You can apply from any location as these roles are remote. If you do not see your location, choose one of the First Level Customer Support adverts and apply anyway.