Customer Experience Advocate

SRPSupport - Customer Experience Advocate

Full Time, VIRTUAL (Work-From-Home)

Pay Rate: $6.50 USD per hour

Contract Type: Independent Contractor

Description: Customer Care, Level 1 Tech Support for Phone, Email, Chat

(Must be located in El Salvador, Costa Rica, or Philippines)

SRPSupport is a privately held outsourced Customer Care company. We provide customer

support and technical support to corporations in the U.S. and around the world. We've designed

SRPSupport to be the next generation of Support Teams. Our support is provided virtually,

which means you will always be working from home. We offer a variety of positions, great

wages, resume impact, ongoing education opportunities, bonuses, and more control of your

work schedule.

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SRPSupport - We work to live, not live to work!

Our Culture

More than just a great company, it's our goal to hire great people. We spend a lot of time

together, so we want you to know our expectations up front:

— Friendly by Nature

— Smart, Quick Learner

— Get Things Done

— Team Player, Willing to Commit & Deliver

At SRPSupport(SRP), we are proud that our dedicated teams are the respected service

ambassadors for today's hottest U.S. FinT ech corporations.

At SRPSupport(SRP), we build personalized global support organizations that mirror each

client's culture and mission. We create exceptional customer experiences through skillful hiring,

ongoing product training, and best technology practices. Our goal is to provide our team

members, clients, and customers with the best experience, and with every personal interaction,

we ensure we show our respect, empathy, value, and appreciation.

As part of our SRPSupport FinT ech team, you will be responsible for using exceptional empathy

and product expertise to make the customer feel heard and valued. Concerns from customers

will range from simplistic to complex. Your training will prepare you to respond to the various

topics relating to the app, and individual account questions. Your goal is to quickly and ultimately

resolve the issue and ensure the customer leaves feeling appreciated.

What We Offer

● An excellent ongoing Training platform

● Amazing client support and technical systems

● A comfortable, easy work from home experience

● A culture committed to teamwork and continuous improvement

● Paid Time Off, Holiday Pay

● A workforce approach that provides consistent schedules

Beyond the Basics

We offer a higher basic wage, and we are looking for more in return: someone who is

responsible, punctual, and delivers excellent attendance from the start. Our team is special,

because each team member is committed to providing an amazing customer experience. To be

on our team, you need to be detail-oriented, self-motivated, organized with good

problem-solving abilities, and possess amazing interpersonal skills.

Compensation

● Full Time: $6.50 per hour

● 40 hours/week - Regular Schedule

Job Responsibilities

● Treat customers as you would want to be treated

● Create brand advocates by providing amazing customer support

● Answer incoming customer service and app-based inquiries regarding the application

and individual company’s customer accounts.

● Gather and record customer information and concerns, while tracking customers in CRM

system

● Perform basic troubleshooting

● Identify and escalate priority issues to next level support

● Provide professional telephone, chat, email interactions with proper etiquette

● Speak with a friendly, welcoming tone and manner

● Utilize our knowledgebase system to provide product and policy information

● Continue training to remain current with changing platforms and increase in your skills

The Technical Support Agents we are looking for will have superior English spoken and written

skills, a congenial and patient nature, a natural conversational style, and will be responsible for

assisting our client’s customers with technical/service issues via telephone, email, or chat.

Each agent must possess strong organizational skills, computer skills, and customer service

skills in which professional and courteous service is their passSchedule Requirements

● Advocates must regularly work at least ONE weekend shift per week (on a regular

basis)

Note: Due to Training requirements, we do not allow extended time off during the first 30 days.

Skills Preferred

● Personal Drive: You bring a sense of urgency, motivation, tenacity in achieving

objectives

● Customer-oriented: You match the customer's needs to the capabilities of the client app

● Communicate Effectively: You convey knowledge and credibility with effective

structuring of ideas, opinions, information (written and verbal)

● Results-oriented: You do what is needed to complete the work, learning new concepts

and technology along the way, while delivering high quality results in a timely manner

● Problem-solver: You are able to explore a range of alternatives and options in resolving

problems, and can quickly recognize new concerns and escalate appropriately

● Decision-maker: You make balanced and timely decisions, using the procedures

provided

● Planning & Organization: You can plan, coordinate, monitor all support activity to

ensure that you are optimizing your time to achieve all goals

● Easily Adapt to Change: You respond to change with flexibility

● Team Player: You live with a positive attitude and possess excellent interpersonal skills.

You can work with all types of folks and can develop working relationships with

colleagues globally.

Must Haves

● College degree, AA degree, be an Active College Student, or have solid College

background

● Strong Work History (work history may take the place of some education)

● Technical Aptitude, learning new technology quickly

● Proficient in English (written & verbal)

● Work Experience (may include internship)

● Ability to fulfill schedule commitments

● Prioritize and effectively manage time

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SRPSupport(SRP) is an Equal Opportunity Employer committed to creating a diverse workforce.

We consider all qualified applicants without regard to race, religion, color, sex, national origin,

age, sexual orientation, gender identity, disability or veteran status, among other factors. We do

not permit or condone any form of discrimination or harassment by our Company's managers,

associates, or vendors based on race, color, religion, national origin, gender, disability, protected

veteran status, sexual orientation.