We are seeking highly motivated full-time staff members to work on the RepairQ.io team. RepairQ is a cutting edge SAAS software for the retail repair industry; developed, maintained and supported right here in Tulsa, OK, with offices in Atlanta and Bend.
Roles & Responsibilities
Answer Support Calls
Follow a simple script and set of procedures for handling support requests. Learn how to answer technical questions related to the software, and manage customer expectations.
Manage Support Tickets
Manage the flow of support tickets. Proactively respond to and keep the customer informed regarding their requests. Provide answers and solutions to customer requests or assign tickets to the appropriate team members. Take responsibility for getting the best support possible for our customers - keep track of and follow up with ticket assignments to ensure requests are resolved in a timely manner.
Be the customer’s advocate
Make sure our customers are heard and get the support they need to be successful. Engage customers with empathy and try to see things from their perspective. Learn about the industry and what works for customers so you can offer insightful real-world solutions. Kill trolls with kindness.
Help build and improve the RepairQ support team
Document frequently asked questions and solutions to unique scenarios.
Identify any inadequacies in the support process, and help develop solutions and strategies to improve customer satisfaction
This could involve identifying, documenting, or designing new policies, procedures, documentation, training, features, bug fixes, etc.
Basic phone etiquette, good listener, good written communicator, an aptitude for software troubleshooting and technical understanding are basic requirements for the position.
Strong preference will be given to candidates with previous tech support, retail sales, daily retail operations, or customer service experience.
Previous software support or software development experience is also a plus but absolutely not required.
Bilingual in Spanish is required.