Tier 1 Customer Support Agent (Remote) 

$14.00 - $16.00 hourly
  • Ecamm Network
  • Remote
  • Mar 25, 2020
Individual Contributor Full Time Customer Support Technical Support Remote - Anywhere

Job Description

Ecamm is a small Mac software company which has grown over the last 20 years into a market leader in Mac software products. Thousands of Mac users rely on our products every day. We make products such as PhoneView, iGlasses, Call Recorder and our flagship live streaming software Ecamm Live. Our headquarters is in North Andover, MA, but we're accepting applications from candidates who are in the US and eligible to work here.

In this position you will be working with our team and our customers to provide support via email, chat and occasionally in our Facebook community group. You will be our Tier 1 support answering basic questions and escalating more challenging technical issues to other members on our team. We’re offering 30-35 hours a week for a 90-day trial period. After a successful trial period the position will become a full-time, salaried position. Our team is looking for the right fit for our somewhat casual company culture. While we are looking for technical and customer service experience, we also value hard-working, quick learners with strong work ethics who are ready to roll-up their sleeves and jump into learning about everything that is Ecamm. 

Responsibilities 

  • Assist customers via chat and email
  • Escalate issues to other team members to ensure quick and efficient replies 
  • Identify customer needs and guide them to our support articles and tutorials 
  • Cancel or upgrade subscriptions 
  • Process refunds
  • Create and send invoices 
  • Other tasks as assigned 

Requirements 

  • Proven customer support experience 
  • Broad understanding of Mac computers
  • Experience with support ticketing software a plus 
  • Own a Mac Computer (laptop or desktop)
  • Willingness to work some hours outside the typical 9-5 office hours (nights and weekends) 
  • Excellent written communication skills
  • Ability to multi-task, prioritize and manage time effectively 
  • Customer orientation and ability to adapt/respond to different types of characters
  • Proven experience working remotely 
  • Technical savvy, quick learner
  • Access to high-speed internet 

To apply please send your cover letter and resume to work@ecamm.com.

Please note: resumes submitted without a cover letter will not be considered. 

We’re offering $14-$16/hour DOE