Job Overview
- Job Title Customer Support Service Representative
- Hiring Organization 1Password
- Company Website https://ca.linkedin.com/company/1password
- Remote Locations US
- Job Type Remote, Full-Time
In this position, you will tackle a range of moderately complex customer issues, from login problems to billing inquiries, across a global customer base. You are expected to deliver superior customer service, enhancing customer retention and improving overall customer experiences by applying your developed skills and knowledge, leveraging available resources, and effectively prioritizing tasks. Typically, you will follow established procedures on routine work and receive instructions only on new assignments, demonstrating your ability to work with increased autonomy and responsibility. This role is within our Customer Experience Team, or as we like to call it at 1Password: ‘CX’!
This is a remote opportunity within Canada and the US. The working hours for this role will be either Thursday to Monday 4pm-12am EST, Wednesday to Sunday 4pm-12am EST or Friday to Tuesday 4pm-12am EST.
EOE
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Job Responsibilities
- A minimum of 2 years of related customer service experience, ideally in a multi-channel contact center environment.
- Strong verbal and written communication skills, with the ability to effectively handle customer interactions across various platforms.
- Demonstrated proficiency with customer service software and tools, including CRM systems, ticketing systems like Aircall, and communication tools such as Slack and Notion.
- Proven attention to detail, patience, and the ability to maintain a calm demeanor under pressure.
- Demonstrated ability to learn and adapt to new technologies and processes as the contact center evolves and support channels expand.
- Proficiency in French, German, Japanese, or Spanish is considered a valuable asset.
Job Requirements
- Multi-Channel Support: Efficiently field customer inquiries across multiple channels, with a primary focus on one channel and a secondary focus on the remaining channels, as determined by management based on current business needs. These focuses may shift as business needs evolve.
- Customer Interaction: Promptly respond to customer inquiries over your primary and secondary channels, ensuring all issues are addressed with accuracy and empathy, maintaining high service quality from the first point of contact.
- Issue Resolution: Resolve moderately complex technical and non-technical issues using advanced troubleshooting methodologies. Utilize knowledge and experience to ensure consistency and accuracy in responses.
- Volume Accountability: Manage a higher volume of interactions per day as directed by the Manager, ensuring effective time management and productivity.
- Performance Metrics: Adhere to key performance indicators (KPIs) such as response time, customer satisfaction scores, and issue resolution rates to gauge and improve performance across all channels.
- Resource Utilization: Navigate through various internal tools and databases to gather information needed to effectively resolve customer issues, flagging when revisions are needed or additional documentation is required.
- Product Knowledge: Maintain an advanced understanding of 1Password’s features and functionalities, regularly updating knowledge through internal training sessions and provided learning materials.
- Escalation Handling: Recognize and handle situations that require escalation, forwarding complex issues to higher-level support personnel in a timely manner.
- Team Collaboration: Build and maintain solid relationships within the team to enhance knowledge and improve service delivery across all communication channels. Assist in training and mentoring junior team members.
Employee Benefits
We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
Health and wellbeing
- Maternity and parental leave top-up programs
- Wellness spending allowance
- Generous PTO policy
- Company-wide wellness days off scheduled throughout the year
- Wellness Coach membership
- comprehensive health coverage
Growth and future
- Company equity for all full-time employees
- Retirement matching program
- Training budget, 1Password University access, and learning sessions
- Free 1Password account (and friends and family discount!)
Flexibility and community
- Paid volunteer days
- Employee-led DEIB programs and ERGs and ECGs
- Fully remote environment
- Peer-to-peer recognition through Bonusly
How To Apply
Click “Apply” below to fill in the application form!
More Information
- Remote Job Location United States
- Salary Offer to be discussed
- Experience Level Junior Level, Mid Level, Senior Level
- Education Level Non Specific
- Working Hours to be arranged (full time based )
- Job Application Via Custom Application Page
