Part-Time, On-Call Customer Service Representative

WARNING: ALL APPLICATIONS THAT DO NOT SUBMIT THE REQUIRED ITEMS (1. Resume, 2. Video Submission, 3. Application questions) WILL NOT BE CONSIDERED AND WILL AUTOMATICALLY BE DELETED. PLEASE FOLLOW THE DIRECTIONS.

Part-Time, On-Call Customer Service Representative

Location: Remote

Job Type: Part-Time, On-Call

Compensation: Hourly Wage (Varies During Training and On-Call Periods)

Job Description:

We are currently seeking a skilled and dedicated part-time, on-call Customer Service Representative to provide exceptional support for our enterprise software solutions. This role demands excellent problem-solving abilities and a high proficiency in English, both written and spoken, with minimal accent to ensure clarity in customer interactions.

The roll will require training for the first two weeks and then CSR will be on-call for customer calls.

OPPORTUNITIES:

1. Benefits:
– Boundless Collaboration: Work seamlessly from any corner of the world, ensuring that brilliance knows no boundaries.
– Cultivating Unity: A rich tapestry of diverse thoughts, cultures, and innovations converge here.
– Pivotal Impact: Engage in a venture that’s set to be a benchmark in its domain.

REQUIREMENTS:

1. Mandate:
– Experience: 3+ years experience as a Customer Service Representative for a SaaS Startup or enterprise software company.
– English Proficiency: Native of Fluent English speaker
– Communication Abilities: Exceptional customer service and communication abilities
– Technology Acumen: Demonstrated proficiency in mastery of software and the ability to quickly troubleshoot and find solutions for customer challenges.

2. Ideal:
– Experience: 5+ years experience as a Customer Service Representative for a SaaS Startup or enterprise software company.

HOW TO APPLY:

Applicants are required to submit the following:
1. Resume
2. A 3-5 minute video demonstration
3. Answers to the application questions.

Video Demonstration Scenario:

You will be assisting “John,” a 35-year-old user, who is experiencing two specific problems with Microsoft PowerPoint. Firstly, John is struggling with how to change the slide size from the default 16:9 aspect ratio to 4:3. Secondly, he needs guidance on exporting his PowerPoint slides as images, which he plans to import into Canva for further editing.

Language Requirement:

– Applicants must possess fluency in English reading, writing, and speaking.
– Communication should be clear with very little accent.

Instructions for Video Creation:

1. Format Choice:
– Use a Mobile Device or Desktop for screen and voice recording.
2. Video Content:
– The video should simulate a customer service call, with only your side of the conversation being audible. The viewer of the video should be able to use context clues to help them determine what the pretend customer is saying during the call.
– Begin by greeting the customer and identifying their needs.
– Address John’s first issue: changing the PowerPoint slide size from 16:9 to 4:3. Demonstrate these steps on your screen.
– Then, move on to John’s second issue: exporting PowerPoint slides as images for use in Canva. Show the process on your screen.
– Throughout the video, phrase your responses and instructions in a way that suggests John’s queries and reactions. This approach will allow viewers to infer the customer’s side of the conversation.
– Your explanations should be clear and concise, suitable for someone with limited technical expertise.
3. Objective:
– Display both your technical knowledge and customer service skills.
– The viewer should be able to understand John’s issues and your solutions through your dialogue and screen demonstration.

Example of How a Two-Way Conversation Script With Only the Customer Service Representative’s Voice Being Heard:

“Hi, welcome to [Your Company’s Name]. Who am I speaking with and how may I help you today?
…..
Hi John! Yes, I can definitely assist you with that. You’re having trouble accessing your photo albums on your Facebook profile, correct?
…..
Alright, let’s tackle that first. Could you please open your Facebook account and click on the “Home” button in the top left corner.
…..
Now, click on “My Settings” in the center of the screen. Scroll down to “Photo Settings” When you’ve done that tell me what you see.
…..
It appears that we have found the issue. The toggle you just described for the “My Photo Albums” feature should be toggled to the “On” position. Can you please toggle it to the “On” position, John?
…..
Great! What color did it change to when you did this?
…..
Wonderful! If you’re seeing green then we are getting closer. Now scroll up to the top and in the top right corner, please click on the button that says “My Profile”
…..
Now that you are on your profile, do you see all of your photo albums right under your profile picture, John?
…..
Great! It appears we have solved you issue!
…..

You’re welcome, John! Is there anything else I can help you with today?”
…..
Happy to help! Have a wonderful day and thanks for calling the support team at Facebook, John! Happy posting!”

Application Questions:

1. How many years of customer service experience do you have?
2. Rate your English proficiency in speaking on a scale of 1 to 10.
3. Describe your experience with providing phone support for software applications.
4. What types of software have you previously provided customer support for?
5. What is your availability for on-call work, including nights and weekends?

Stealth Startup is an equal opportunity employer. We value diversity and inclusivity in our workplace and encourage applications from all backgrounds. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.