AppDirect is hiring a Customer Support Representative for its Firstbase business unit. You will work to deliver an unparalleled customer experience, supporting users with optimizing their remote work infrastructure. This role operates in ET and/or CT time zones.
What You'll Do
- Respond to and resolve customer queries and other inbound/outbound requests via email in a thoughtful, timely, and accurate way.
- Act as a process and product expert, consulting users on best practices and how Firstbase operates.
- Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center to empower customers.
- Collect and share user suggestions and pain points directly with the rest of the company, particularly our Product and Operations teams.
- Identify areas of operational improvement within the Customer Experience team and the overall organization, feeling empowered to make those improvements.
What We're Looking For
- 2+ years experience as a Customer Support Specialist in physical goods operations companies, working with logistics carriers and warehouse operations.
- BA/BS degree or similar university education.
- Ability to work quickly and independently with excellent time management skills.
- Excellent written and verbal communication skills tailored to a broad range of requesters, plus innate follow-up skills.
- Experience using Zendesk, Jira, and/or other help desk software and remote support tools.
- Ability to adapt to new tools and technologies.
Technical Stack
- Zendesk
- Jira
Team & Environment
You will be part of the Customer Experience team.
Work Mode
This is a fully remote position open to candidates in the ET and CT time zones.
At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work.
