Customer Support Advocate (Part Time-Weekends)

Customer Service United States

Hello from Pinger! Our market-leading communications products have been downloaded by hundreds of millions of iOS and Android users around the world. Our simple mission is to help individuals and businesses communicate in new and surprisingly simple ways. We are profitable, growing and are having fun. Pinger is located in downtown San Jose, walking distance to dozens of restaurants and public transit and is embracing remote work.

Pinger is seeking a Customer Support Advocate to help manage Pinger’s growing user base and provide a positive experience to users in need of help with their applications. The Customer Support Advocate will be responsible for responding to users’ needs through a variety of communication channels including email, chat, and SMS. All managed through our CRM tool, Zendesk. This role is part time, either Saturday-Sunday 2pm-10pm PST or Thursday - Sunday 6pm-10pm PST

Responsibilities

The responsibilities for the role include, but are not limited to:

  • Managing and responding to support requests through Pinger’s support system
  • Engaging users to understand their support needs and resolve issues reported to the support team
  • Analyze, monitor, and respond to user complaints and reviews of Pinger applications
  • Collaborate with multiple departments within Pinger to ensure a continued quality experience for the user base
  • Create and modify support processes in an effort to deliver the best possible customer service experience
Requirements
  • Basic knowledge of mobile operations software. Particularly, iOS and Android
  • 1-3 years of customer service experience
  • Strong verbal and written communication skills
  • Enthusiasm for working in a fun and hard-working startup culture
  • Remote work experience preferred but not required
  • Ability to be resourceful and self-motivate

Reports to: Customer Support Manager