Technical Customer Service Representative

Welcome to Geonode.com: Revolutionizing Data Accessibility Imagine being part of a fast-growing company that's making waves in the market, empowering businesses to compete on a global level by making data accessible to all. At Geonode.com, we're on a mission to become the leading proxy service provider, and we're looking for a talented Technical Customer Service Representative to join our team. As a key player in our customer support team, you'll have the opportunity to take ownership of customer success, drive growth, and make a real impact on our business. Position at a Glance: Company: Geonode.com Start Date: Immediate openings available Compensation: A competitive salary and benefits package Position: Technical Customer Service Representative Location: Remote (work from anywhere in the world) The Big Picture: Our Mission and Vision At Geonode.com, we believe that data should be accessible to all companies, regardless of their size or location. Our proxy service is designed to help businesses acquire large-scale data, and we're committed to providing the best possible support to our customers. As a Technical Customer Service Representative, you'll be the face of our company, interacting with customers, resolving issues, and providing exceptional support to ensure their success. Key Responsibilities: As a Technical Customer Service Representative, your primary focus will be on delivering exceptional customer support through various channels, including chat, email, and phone. Your responsibilities will include: Strategizing customer service efforts to ensure timely and effective resolution of customer issues Providing chat and email support to customers, responding to inquiries, and resolving issues in a professional and courteous manner Creating and updating support articles to help customers troubleshoot common issues and find answers to frequently asked questions Managing billing, refunds, and cancellations on payment platforms, ensuring accuracy and efficiency Reviewing customer feedback to identify areas for improvement and implementing changes to enhance the customer experience Tracking key metrics on sales, refunds, and cancellations to inform business decisions and optimize customer support strategies Learning from user test videos to understand how clients perceive our product and identifying opportunities for improvement Proactive team management via ClickUp, Slack, and other tools to ensure seamless communication and collaboration Eventually, helping to build a team of customer support superstars, mentoring and training new team members to ensure exceptional customer support Identifying and solving complex technical issues, escalating issues to senior team members when necessary Helping customers use proxies effectively, providing guidance and support to ensure they get the most out of our service Requirements: To be successful in this role, you'll need: Basic to mid-level backend programming skills, with a solid understanding of IT principles and concepts An IT-related background, with experience in customer support, technical writing, or a related field High-level written and verbal English communication skills, with the ability to communicate complex technical concepts in a clear and concise manner Attention to detail, with a focus on accuracy and quality in all aspects of your work Self-motivation and a proactive approach to problem-solving, with a willingness to take ownership of customer issues and see them through to resolution A deep understanding of the internet and technology, with a passion for learning and staying up-to-date with the latest developments and trends Ability to work independently, with minimal supervision, and as part of a remote team Innovative and creative approach to problem-solving, with a willingness to think outside the box and explore new solutions Familiarity with tools like Slack, Google Mail, Google Sheets, and Zendesk, with the ability to learn new tools and technologies quickly A reliable computer, internet connection, and a quiet workspace, with a microphone and webcam for meetings and video conferencing Ability to work at 10:00 PM – 06:00 AM UTC, with flexibility to adjust your schedule as needed to accommodate customer support requirements What You Can Expect From Us: At Geonode.com, we're committed to providing our team members with the support, resources, and opportunities they need to succeed. As a Technical Customer Service Representative, you can expect: Ongoing training and coaching to help you develop your skills and knowledge, with a focus on customer support, technical writing, and IT principles Opportunities for promotions and career advancement, with a clear path for growth and development within the company A flexible holiday schedule, with the ability to take time off when you need it, and a healthy work-life balance A competitive salary and benefits package, with opportunities for bonuses and rewards for outstanding performance A collaborative and dynamic work environment, with a team of talented and motivated professionals who are passionate about delivering exceptional customer support Our Culture and Values: At Geonode.com, we're proud of our culture and values, which are centered around delivering exceptional customer support, driving growth and innovation, and fostering a collaborative and dynamic work environment. We believe in: Putting our customers first, with a focus on delivering exceptional support and ensuring their success Embracing innovation and creativity, with a willingness to try new things and explore new solutions Collaboration and teamwork, with a focus on working together to achieve common goals and objectives Continuous learning and development, with opportunities for training, coaching, and career advancement A healthy work-life balance, with flexibility and autonomy to manage your workload and prioritize your well-being How to Apply: If you're passionate about delivering exceptional customer support, and you're excited about the opportunity to join a fast-growing company that's making a real impact in the market, we want to hear from you. Please submit your application, including your resume, cover letter, and any relevant experience or qualifications. We can't wait to hear from you and explore how you can contribute to our team's success. We Want to Hear From You! Don't hesitate to apply for this exciting opportunity to join our team as a Technical Customer Service Representative. We're looking for talented and motivated individuals who are passionate about delivering exceptional customer support, and we're excited to hear from you. Apply today and let's build the future together! Apply for this job