Job description

Company Overview

Flow's customer service division called Ravience (ravience.co) is hiring for a full-time, work-from-home, U.S.-based Customer Support position. You will be working with an Online Legal Services client of ours.

(We are only accepting U.S.-based applicants for this position except those in CA & NY)

Job Summary and Responsibilities

The Customer Support Agent will be responsible for providing support via chat (sometimes email). The ideal candidate must be extremely customer-focused, technically savvy, patient, persistent, professional, and able to creatively problem-solve to triage issues while maintaining positive communication at all times.

Job Details

• Location: Work-from-home anywhere in the U.S. except California or New York.
• Work environment: Reliable high-speed internet and your own computer.
• Shifts Available:
• Full-time: Monday - Friday, 9am - 6pm (MT)
• Benefits:10 PTO days

9 paid holidays
Medical expense reimbursement up to $90/month (after-tax)

What You'll Do

Customer Service

• Consistently provide excellent customer service across chat, phone, and email.
• Respond to customer questions in a timely and professional manner
• Triage customer chats and relay them to the appropriate team member
• Communicate with the company's main point of contact to get clarifying documentation and workflows
• Maintain a standard of quality by proactively referencing established metrics
• Proactively audit your own past customer interactions in order to close knowledge gaps
• Document processes and changes in order to keep an up-to-date knowledge base
• Audit current training materials and create resources for future agents
• Come up with proactive ideas to change approaches and processes to drive better results

Technical Support

• Become proficient on the client's SaaS platform (know more than the customers)
• Serve as the voice of the customer and work with the client's team to improve the health and usability of their product
• Use basic troubleshooting techniques to diagnose and provide solutions to a variety of customer issues across the software platform
• Identify recurring bugs that customers may be experiencing and relay them to the appropriate team
• Identify and recommend improvements to the client's internal support tools as necessary
• Perform other job-related duties

Who You Are

• Demonstrated skills in software customer service
• Engaging, helpful, and knowledgeable phone communication skills
• Familiarity with the basic principles of successful customer relations (bonus points if that was in software)
• Tech-savvy and eager to learn new technology systems, procedures, and skills related to sales and service.
• Handles customer expectations in a professional manner, anticipating and addressing their needs and desires.
• Provides flexible customer service to ensure customer satisfaction and loyalty.
• Able to stay energized and motivated with limited supervision.
• Quick on your feet and able to think while you speak.

Who We Are

Ravience is more than just a place to work — we’re a team of customer experience experts, out to achieve our highest potential. We live and breathe our core values; learn about them here: https://www.ravience.co/about. Equal Opportunity Employer: Minority / Female / Disability / Veterans / LGBTQ+

Why apply to this role?

At Ravience, we train you to do your job well, we trust your professionalism, and we grow together.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• Paid time off
• Work from home

Experience level:

• 1 year
• 2 years
• 3 years
• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

COVID-19 considerations:
We were remote before it became a thing. This job is fully and permanently remote.

Work Location: Remote

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