Offer summary

Qualifications:

At least one year of customer support experience, preferably in a phone or email capacity., Strong analytical and problem-solving skills with a commitment to customer satisfaction., Excellent written and verbal communication skills in English., Background in technology with basic computer skills and the ability to learn quickly..

Key responsibilities:

Provide exceptional customer support by answering inquiries about Weave software via phone, chat, and email.

Triage and manage customer requests for both product and technical support efficiently.

Collaborate with team members and other departments to resolve customer issues in a timely manner.

Maintain a positive attitude and demonstrate a passion for technology while assisting customers.

Job description

Weave Support is the lifeblood of customer retention! Our support representatives go above and beyond to ensure that we attend to every detail of our customer’s needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalised approach, but they receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner.

In this role, you will get to help our customers continually love Weave by being their superhero in answering the basics of how the Weave software works. We will train you on how to triage, direct, and manage customer requests for both product and technical software support. You will partner with your peers and other teams to resolve customer problems in a timely, efficient manner while providing superior customer service.

Report to Software Support Manager
100% Remote (India)
FULL Time positions only (40 working hours between 08:30 PM TO 6:30 AM IST M-F)

What you will own

A keen analytical mind and advanced problem-solving skills, coupled with a commitment to extraordinary customer experience
Positive attitude and a passion for technology
Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment
Display strong teamwork and interpersonal skills
At least one year of Customer Support experience
Ability to work 40 hours per week
Ability to prioritize workload that leads to successful outcomes through multiple channels: phone, chat, email
Excellent English-language communication skills, both written and verbal
Hunger to learn and grow
Rudimentary understanding of what products and services Weave offers
Background in technology, computer skills, and customer service
Basic computer skills
Critical thinking skills and ability to troubleshoot and resolve basic issues

What you will need to accomplish the job

Minimum of 1 year of customer support phone/Email experience
Background and interest in technology: Must have solid computer skills, and the ability to adapt and learn technology quickly
Experience working with browsers, spreadsheets, and text documents. Ability to troubleshoot and resolve basic customer issues
Must be hungry to learn, caring towards others, and creative in your problem solving

What will make us love you

Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved
Strong phone presence and excellent written and verbal communication skills as you will be communicating with customers through phone, chat and/or email channels

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.

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