Phone Support Specialist

About this Role:

As a contract VoIP Customer Support Specialist, you will support PetDesk’s VoIP phone systems. You will provide your technical expertise and problem-solving skills to deliver exceptional customer service to the company’s clients. By leveraging customer data, PetDesk Phones improves communications (calls, chats, appointments). It streamlines the staff workflow through practice management software integrated with the VoIP telephone system.

This is a 100% remote contract position based in Mexico, Honduras, or El Salvador. Contractors will assist customers across North America. 

Fluency in English (both written and spoken) is required for this role. To apply for the Customer Support position, please submit your resume in English highlighting your qualifications.

This role will provide coverage to our customers Tuesday - Saturday. 

Contractors must provide their equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations. 

Tasks

• Ensure the highest levels of customer satisfaction via phone and tickets
• Make system change requests (ex., Rename extension, change phone routes)
• Troubleshoot and resolve hardware issues, including guiding customers through phone reboots and factory resets
• Enable system integrations for customers
• Conduct remote diagnostics and troubleshooting
• Resolve or Escalate customer requests/issues promptly
• Review, Analyze, and Evaluate trends on common system issues and communicate these to the company

Requirements 

• Proficiency in both verbal and written English, along with confident, articulate, and professional communication abilities
• Exceptional customer service skillset
• Strong ability to multitask, prioritize tasks, and effectively manage time
• Skill in handling incoming and outgoing support calls
• Proficient in conflict resolution, with the ability to sympathize and empathize with customers
• Experience in troubleshooting technical issues
• Outstanding capacity to navigate and resolve intricate issues

Last updated on Aug 20, 2024