Tier 2 Customer Support Representative

FluentStream is a software-as-a-service (SaaS) company that simplifies and automates how businesses communicate with customers. Thousands of businesses across the country have replaced their legacy phone system with FluentStream’s modern, cloud-based communications platform. Our apps enable support, sales and other professionals to deliver an exceptional customer experience from any device or location. Our 80+ remote employees share a passion for teamwork, fast-paced challenges, flexibility and inclusion. We are proud to be consecutively recognized by Inc. 5000 as one of the fastest-growing private companies, and by BuiltIn as one of best companies to work for in the U.S.

As a member of the Customer and Partner Experience team, you’ll be on the front lines of all of our client communications. We pride ourselves in our “client happy at all costs” end-to-end experience for every single one of our users. This is not a volume-driven, metrics crazy call center.

About you:

• Comfortable working through ambiguity and uncertainty in an ever-changing work environment
• Have a great attitude
• Enjoy working with people over the phone, email, and live chat
• Have a passion for customer service
• Comfortable in a fast-paced environment
• Comfortable with technology and interest in learning our software
• Non-traditional background are welcome to apply 
• Thrive in a self managed remote work environment
   

Key responsibilities:

• Assisting customers by phone, email and web chat
• Provide assistance with technical issues, billing and account questions
• Active involvement in ongoing training
• Communication and escalations with 3rd party vendors and internal teams
• Surprise and delight our customers
• Be present 100% for your team and customers
   

Qualifications:

• At least 2 years of experience in a customer service-facing role with an emphasis on assisting customers by phone
• Experience using multiple screens and multiple systems
• Experience with VoIP, PBX, or phone systems required
• Proven experience working from home at a high level in a fast paced environment
• Ability to communicate and collaborate with a team and articulate your ideas
• Some experience with Salesforce
• Basic understanding of computer networks
• High school diploma or GED required
• Experience using a MacBook required
• Dedicated and free of distractions work space required

Benefits:

• Health, Dental, and Vision Insurance
• 401k plan
• Remote work anywhere in the U.S.
• Mac computers + work from home stipend to set up or enhance your home office
• Participate in ownership of the company
• Tuition Reimbursement Program
• Discretionary PTO policy
• Volunteer time off
• Competitive paid parental leave
• Pet Insurance
• Optional team gatherings, celebrations, and plenty of fun virtual events 

Compensation: $20.50/hr