Workstream
Grow With Us Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Associate. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours. Day in the Life Customer Support You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products. Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95% Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests. Maintain a positive, empathetic, and professional attitude toward customers at all times Proactively check in with clients until the issue is resolved Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc. Customer Success You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs Have a long-term vision of working and growing with a Silicon Valley based technology startup. Comfortable with adapting to ever changing processes and making recommendations to improve such. 1 to 3 years experience as a Customer Support Specialist or similar CS role Must be fluent in English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers. Must have Phone Support experience Must have experience using help desk software and remote support tools Must be willing to work following the US time zone Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results. Must be willing to attend occasional in-person meetings in Metro Manila
Workstream
