Description
At AgentMethods we provide high quality online marketing services to insurance agents across the United States based on our unique software-as-a-service platform. As a nimble, entrepreneurial organization, we look for people interested in thinking creatively and having a say in how their work is done. We are looking for a part time customer support agent to manage support tickets and join our growing company.
We offer a flexible work environment with interesting work. You will help our customers understand how both our products work AND how they use them to fulfill their business goals. Because this is a remote position, you should be self-driven and organized.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Customer Assistance: Provide exceptional service by addressing customer questions, resolving complaints, and processing changes or cancellations to customer plans, as needed.
- System Management: Utilize ticketing software to process inquiries, schedule meetings, and update customer information.
- Problem Solving: Address and resolve issues when possible, and escalate tickets unable to be resolved to senior members of the team.
- Daily & Weekly Standup Meetings: Actively participate in daily 1:1 meetings with your direct supervisor and all-team meetings (via Zoom and Slack).
Qualifications
- Ability to read, write, speak and understand the English language.
- Ability to make independent decisions when circumstances require.
- Execute problem solving workflow for new and unfamiliar tickets.
- Able to work in close collaboration with support team members.
- Stress tolerant (don’t worry, 99% of our customers are really nice).
- Comfortable with the basics of internet technology and small business online marketing.
- Respond to company communication in a timely manner, included but not limited to Emails, Slack, etc.
Education
High school diploma or equivalent required. Higher education is preferred.
Experience
6-8 months prior experience in customer service or ticketing operations is preferred.
Skills
- Excellent written communication skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Customer service oriented
- A knowledge of of insurance and financial services is a plus, but not required
Report to
Customer Success Team Lead
Location
You’d be joining a fully-remote team. The company’s customer support hours are 9am to 6pm EST, Monday to Friday (your hours would need to overlap with 10am to 2pm EST time, Monday to Friday).