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Work from home SaaS company seeks motivated

Solution Support Advisor

This is a remote position allowing you to work from a home office. Hours will be full-time 40 hours a week during business hours.

About PhoneBurner

As one of the top-rated and fastest-growing sales acceleration and power dialing solutions on the market, our software provides a low cost and effective solution for teams of all sizes across the United States and Canada. While we have been around for almost two decades, serve hundreds of thousands of customers, and have 5-star reviews from 3rd party sites like Capterra and G2, weve accelerated our growth rapidly over the past 6 years and are continuing on that path. We run a completely virtual company, but you need to be available during normal (North America) business hours - hiring for all North American time zones.

We are a group of intelligent, talented, motivated, and fun individuals that excel at both working independently and as a team. While we all work remotely, we meet regularly via web conference and communicate throughout the day via Slack, Zoom and email and have a camera-on culture.

Our software solution offers our customers the ability to save hours of wasted time on tedious outbound sales tasks and drive more meaningful conversations and prosperity. It is this mission that drives us.

The Perks

• Competitive salary (base + commissions) with no commissions cap
• 401K through Guideline
• Healthcare benefits
• Training and professional development
• Accelerated career growth
• 100% remote autonomy - work from anywhere in the U.S.

Why join us?

We can offer you the opportunity to work on innovative technology and make a meaningful impact on todays sales environment and workforce. Enjoy accelerated career growth and flexibility with todays fastest-growing and remote power dialer company.

About this Role

In the role of Solution Support Advisor, you are the primary point of interaction with our customers. Your forward thinking and strategic approach to solving for our customers needs will be integral to their success and therefore our own.

A Solution Support Advisor is responsible for the following:

• Help our customers maximize their PhoneBurner success by finding strategic and proactive solutions for their needs and therefore driving up team retention.
• Respond to customer emails, handle AI Chatbot escalation tickets, answer cross-departmental Support requests via Slack, make outbound customer callbacks, and take all other required actions to assist customers and/or team members. Anticipate customers potential needs and determine appropriate response.
• Provide comprehensive and accurate responses by consulting available resource material and information. Keep required reference materials up-to-date.
• Problem solve technical issues and escalate issues as appropriate.
• Develop a deep understanding of the needs of our customers, and communicate these needs with the management team.
• All other responsibilities as assigned.
  

All applicants must have the following qualifications:

• Excellent verbal and written communication
• Enjoys problem solving
• Ability to troubleshoot software / technical issues
• A strong desire to help customers
• Attention to detail
• Ability to learn quickly
• Self-motivated / self-starter
• Likes to work independently
• Ability to multi-task
• Must have 2+ years customer support experience
• Must have 2+ years technical support experience
• Preference for college degree
• SaaS experience a plus
• Familiarity with CRM systems and practices a plus
• Zendesk experience highly preferred
  

Home office requirements:

• Dedicated space where you can work without distraction
• High-speed internet
• Reliable and fast personal computer (Windows or Mac)
• Headset with good sound quality

More Details:

Compensation: $20-$21/ hour

Start Date:
TBD

Status: Full-Time

Department: Customer Operations

Reports to: Customer Support Manager

Direct Reports: No

Note: Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

Benefits include:

• 10 days self-managed Paid Time Off (PTO)
• 11 paid holidays
• 4 floating holidays
• 401K program through Guideline with 50% match on first 5% of pay
• Medical, dental, and vision coverage available
• Employer-paid life insurance
• Monthly office/technology stipend
• Donation Matching for a charity of your choice (up to $500/ year)
• Discretionary Bonus may be available

PhoneBurner, Inc. is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.

Thank you for your time and interest!