Product Support Expert - remote

Follow Up Boss

Posted 3 years ago

This Role Is For You If…

You would describe yourself as patient, empathetic and having a good sense of humor
You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
Superb written and verbal skills (with a professional yet fun demeanor).
You consider yourself tech-savvy and efficient with SaaS applications

Your qualifications:

Self-motivated and proactive mindset.
Remote work experience is considered an asset.
Based in the USA, quiet home office with fast internet.
Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 9 - 6 PM EST Mon-Fri.

Your responsibilities will include:

Answering incoming phone calls from customers to offer support
Answering support tickets to help customers and free trials (we use Help Scout)
On-boarding and setting up new accounts and winning them over from the get-go.
Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
Advocating customers’ requests and needs across the entire company (we use Basecamp)
Educating about newly released features and functionality.
Contributing to our Help Center (help.followupboss.com)

30 Day Targets:

Learn the Follow Up Boss software &product offerings to be effective in the position

Complete all position-specific onboarding tasks, setup, and initial training

Virtually meet all Follow Up Boss employees

60 Day Targets:

Actively work in the ticket queue on a daily basis

Answer incoming calls and complete 3 training calls

90 Day Targets:

Meet or exceed KPI expectations

Contribute at least 3 documents to the Help Center

KPI’s:

Average Calls per Day

Average Tickets Per Day (conversations)

Three Help Articles Per Month (new or update)