Customer Care Representative

When I Work is an employee scheduling and communication app using the web, mobile apps, text messaging, social media, and email. The program provides a powerful tool for employers to communicate with employees and ensure schedules are properly communicated.

We are looking for some great writers who love helping our customers. You should enjoy making complicated situations simple and painless and have a passion for our products. This position is located in our St. Paul office. You’ll be responsible for providing unprecedented customer service via email for When I Work Scheduling and Attendance (http://wheniwork.com). You’ll also help us answer questions via live chat, create and edit help documentation, and maybe run some online classes. In addition, you may be expected to pick up the phone as needed to help customers answer more complex questions, however, 90% of customer engagement is via email or live chat. You’ll work scheduled shifts with the expectation of being flexible to be available as needed. You’ll be expected to answer about 50-75 emails/inquiries per day once you’re fully up to speed (2-3 months or thereabouts). This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load – you’ll get all the love and help you need along the way!

* Become a product expert and provide documentation updates to our knowledge base. * Assess nature of product or service issues and resolve basic to complex support problems for customer inquiries received via email and live chat (and occasionally phone). * Troubleshoot and report new or possible bugs via detailed summarization of issue on each user ticket. * Work is performed under limited supervision with considerable latitude for the use of initiative and independent judgment. * Participate in training employees across departments.

* 1 to 2 years of customer support experience dealing with complex issues, troubleshooting and problem resolution, preferably with software. * Exceptional writing abilities to provide clear and empathetic customer support through email and live chat. * Must demonstrate strong communication and interpersonal skills. * Requires basic software knowledge, strong Web and Mobile App navigational experience, and the ability to pick up new technology quickly. * Must be able to efficiently manage multiple projects and tasks at the same time. * Bachelor’s degree or equivalent combination of education and experience, not required, but preferred. **Competencies Valued** * Displays passion for and responsibility to the customer. * Displays leadership through innovation in everything you do. * Displays a passion for what you do and a drive to improve. * A strong drive to complete tasks. * Displays personal and corporate integrity.