Customer Support Advisor (Part-Time, Remote)

Conversica

Fort Worth Texas

United States

Customer Service / Call Center
(No Timezone Provided)

Conversica is the pioneer and leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. Conversica Intelligent Virtual Assistants are AI-powered, SaaS-based software applications that serve as virtual team members and autonomously engage contacts, prospects, customers, or partners in personalized human-like, two-way interactions to drive towards the next best action across the customer revenue lifecycle; whether that’s scheduling a sales meeting, gauging interest to buy additional products or services, or politely but persistently collecting overdue payments.Reaching out to over 100 million people on behalf of thousands of companies, Conversica Intelligent Virtual Assistants are built on a proven and patented intelligent automation platform integrating natural language understanding (NLU), natural language generation (NLG), autonomous action chains and deep learning capabilities that engage prospects over multiple communication channels and in multiple languages. Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in Foster City, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.We are looking for a part-time Customer Support Advisor to join our team. This role is remote based. Customer Support Advisors provide customer service and technical support to customers using Conversica’s software application. The role communicates professionally and with empathy to understand customer needs, finds helpful solutions to fix challenges, and leverages their Conversica knowledge to deliver a top-notch support experience.

Responsibilities

  • Answer incoming support requests and effectively communicate their resolution via email, phone, and chat.
  • Cultivate a deep knowledge of Conversica’s software and help customers understand and navigate its features.
  • Diagnose software issues and coordinate with Product and Engineering teams following internal processes.
  • Coordinate with internal teams such as Customer Outcomes, Conversation Services and Product to optimize settings and workflows, escalate critical issues, and communicate product feedback.
  • Use a variety of complex systems to prioritize tickets and maintain accurate records on the company’s databases.
  • Contribute troubleshooting guides, FAQ, and how-to content to grow Conversica’s online customer support resources.
  • Qualifications and Requirements

  • High school diploma or equivalent, Associate degree or higher preferred.
  • 2+ years of experience in a fast-paced Customer Service environment, Technical Support experience preferred.
  • Possesses strong critical-thinking and research skills, and has enthusiasm for solving problems.
  • Passionate about working with customers and providing an excellent service experience.
  • Comfortable with technology and able to learn new systems and software quickly.
  • An excellent written and verbal communicator
  • Self-motivated and loves to learn new things
  • Able to adapt quickly to changing customer needs and priorities.
  • Comfortable translating technical concepts into plain language to ensure understanding.
  • #LI-Remote

    Customer Support Advisor (Part-Time, Remote)

    Conversica

    Fort Worth Texas

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    Conversica is the pioneer and leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. Conversica Intelligent Virtual Assistants are AI-powered, SaaS-based software applications that serve as virtual team members and autonomously engage contacts, prospects, customers, or partners in personalized human-like, two-way interactions to drive towards the next best action across the customer revenue lifecycle; whether that’s scheduling a sales meeting, gauging interest to buy additional products or services, or politely but persistently collecting overdue payments.Reaching out to over 100 million people on behalf of thousands of companies, Conversica Intelligent Virtual Assistants are built on a proven and patented intelligent automation platform integrating natural language understanding (NLU), natural language generation (NLG), autonomous action chains and deep learning capabilities that engage prospects over multiple communication channels and in multiple languages. Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in Foster City, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.We are looking for a part-time Customer Support Advisor to join our team. This role is remote based. Customer Support Advisors provide customer service and technical support to customers using Conversica’s software application. The role communicates professionally and with empathy to understand customer needs, finds helpful solutions to fix challenges, and leverages their Conversica knowledge to deliver a top-notch support experience.

    Responsibilities

  • Answer incoming support requests and effectively communicate their resolution via email, phone, and chat.
  • Cultivate a deep knowledge of Conversica’s software and help customers understand and navigate its features.
  • Diagnose software issues and coordinate with Product and Engineering teams following internal processes.
  • Coordinate with internal teams such as Customer Outcomes, Conversation Services and Product to optimize settings and workflows, escalate critical issues, and communicate product feedback.
  • Use a variety of complex systems to prioritize tickets and maintain accurate records on the company’s databases.
  • Contribute troubleshooting guides, FAQ, and how-to content to grow Conversica’s online customer support resources.
  • Qualifications and Requirements

  • High school diploma or equivalent, Associate degree or higher preferred.
  • 2+ years of experience in a fast-paced Customer Service environment, Technical Support experience preferred.
  • Possesses strong critical-thinking and research skills, and has enthusiasm for solving problems.
  • Passionate about working with customers and providing an excellent service experience.
  • Comfortable with technology and able to learn new systems and software quickly.
  • An excellent written and verbal communicator
  • Self-motivated and loves to learn new things
  • Able to adapt quickly to changing customer needs and priorities.
  • Comfortable translating technical concepts into plain language to ensure understanding.
  • #LI-Remote