Substitute Customer Support

Substitute Customer Support Representative

Job Description

We are seeking a Substitute Customer Support Representative to join our team. In this role, you will be responsible for providing exceptional customer support during full-day shifts, with occasional half-shifts. This position may potentially transition into a full-time role based on performance and availability.

Key Responsibilities

• Provide top-notch customer support via various communication channels, including phone, email, and chat.

• Assist customers with inquiries, concerns, and issues related to our products and services.

• Maintain a detailed and accurate record of customer interactions and resolutions.

• Collaborate with team members to ensure consistent and effective support delivery.

• Stay up-to-date with product knowledge and company policies to provide accurate information to customers.

• Occasionally assist with training new team members and assessing their readiness for full-time roles.

• Communication: Work closely with Rebecca at all times and maintain clear, consistent communication regarding coverage and availability.

Coverage Requirements (South African Time – SAST)

Weekend & Extended Coverage
The candidate must be able to monitor and respond to emails, calls, and voicemails during the following times:

• Fridays:

  • Fridays: 8:00 PM – 12:00 AM SAST

  • and Fridays: 9:00 PM – 12:00 AM SAST

• Sundays:4:00 PM – 12:00 AM SAST

Legal Holidays & PTO Coverage

• The candidate must be available to work from 4:00 PM – 12:00 AM SAST on U.S. legal holidays and on days when Rebecca is out on PTO (with advance notice whenever possible).

Technical Requirements

• Reliable Internet: A stable and dependable internet connection is critical. Past coverage issues due to unreliable service cannot be repeated, and consistent connectivity is a non-negotiable requirement.

Qualifications

• Attention to detail and a commitment to delivering high-quality support.

• Tech-savvy with the ability to quickly learn and navigate various software tools.

• Excellent written and verbal communication skills.

• Flexibility to work full-day shifts and occasionally half-shifts.

• Willingness to adapt and take on full-time responsibilities when required.

• Previous customer support experience is a plus but not mandatory.

If you are a dedicated, detail-oriented, and tech-savvy individual with excellent communication skills, we encourage you to apply. This role offers an opportunity to contribute to our customer support team and potentially transition into a full-time position. Join us in providing outstanding support to our valued customers.