About the Role
This position involves providing responsive and accurate support to platform members, addressing questions, troubleshooting issues, and maintaining high satisfaction through clear and professional interactions.
Responsibilities
- Respond to member inquiries via email and chat
- Troubleshoot account access and functionality problems
- Guide users through platform features and tools
- Escalate technical issues to appropriate teams
- Maintain accurate records of support interactions
- Follow up on unresolved member cases
- Identify recurring issues and suggest improvements
- Adhere to response time standards
- Communicate policy updates to members
- Assist with survey participation support
- Verify member identities when required
- Process account modification requests
- Report system bugs and interface issues
- Support onboarding for new members
- Maintain confidentiality of member data
- Follow established support protocols
- Use support software to manage tickets
- Collaborate with team leads on complex cases
- Provide feedback on member pain points
- Stay updated on platform changes
Nice to Have
- Experience in SaaS or tech support
- Background in research or survey platforms
- Familiarity with Zendesk or similar tools
- Previous remote contractor experience
- Knowledge of data privacy principles
Compensation
Contract position with hourly pay
Work Arrangement
Remote
Team
Part of the customer support team focused on member engagement and issue resolution
About the Team
The support team ensures members receive timely help and guidance, contributing to a seamless experience across the platform.
What to Expect
You will handle a steady flow of inquiries, use internal knowledge bases, and work independently while meeting performance benchmarks.
Not available
