Live Chat and Ticket – Customer Support

We run a market research panel available in more than 40 countries, we are currently adding 40-50k new members monthly. Users sign up to take paid surveys.

Currently hiring for 2 member to cover the shifts below:
1st Shift
Days Off: Friday & Saturday
Sched EST:
Monday to Thursday & Sunday – 6AM to 2PM EST
Sched Manila:
Monday to Thursday and Sunday – 6PM to 2AM Manila

2nd Shift
Days Off: Sunday
Sched EST:
Monday to Friday – 11AM to 7PM EST
Sched Manila:
Monday to Friday – 11PM to 7AM Manila
RDOT: Saturday $5/hour
11AM to 7PM EST
11PM to 7AM Manila

Our support team has the following tasks
– Reply to support tickets
– Reply to users in our live chat

Requirements
– You need to have good English
– You need to have a stable internet connection
– You need to be available and focused at all times during your shift. Our customers expect prompt replies as it’s a live chat
– You must answer the test questions below or your application will be automatically screened.
– You must have experience in Customer Service (Chat & Email Support in any BPO is a plus)
– You must include an accessible link for your CVs.

To apply, please answer the following questions:

1. Test scenario: A user reaches out to you saying he completed a survey but didn’t get his reward. We don’t know whether the user is lying or our system is wrong. When deciding whether or not to credit the user with the payment out of goodwill, what factors would you consider for that decision?

2. Are you available for the shift mentioned above? Would you alternatively be available for other shifts?

3. Are you flexible to jump in for a colleague who can not take his shift?

4. You must be on time for your shift at all times and be in front of your computer during the 8 hours of your shift. This is critical to support our live chat support. Does that work for you?

5. The load of live chats is high. The job requires multi-tasking and stress tolerance. Can you handle that?

6. What tools/software did you use before?

7. Do you have your own device? Which one?

8. Do you have a stable internet connection? Do you have a backup internet connection?

9 Do you WRITE and SPEAK English FLUENTLY?

10. Name two Market Research Panels (URLs) where users can sign up to take paid surveys

11. What are your salary expectations (monthly)?

12. You must answer the test questions above or your application will be automatically screened.

13. You must include an accessible link to your CVs.

Please answer in your own words. We don’t consider applications that were clearly written by ChatGPT.
Please attach an updated copy of your CV along with your answers to our questionnaire above.