Customer Support Professional (Remote)

E2 Tech; New York (NY); Remote; USD 45,000 - 75,000; Full time

Job summary

E2 Tech is seeking a customer-focused support professional for a remote role. You will handle inquiries across calls, email, text, and video, document needs, and help craft solutions with the product team.

Ideal candidates have a passion for helping others, strong written and verbal communication, and a willingness to learn new skills in a remote work setting.

Qualifications

• Bachelor's or equivalent experience.
• 2+ years experience providing customer support.
• Up-to-date consumer knowledge about computers, smartphones, the web, and apps.
• Familiarity with customer service tools such as Zendesk and phone systems.
• Excellent communication skills.
• Experience doing remote work.
• Willingness to learn new skills.

Responsibilities

• Receive customer inquiries through multiple channels (calls, email, text, and video).
• Document customer needs in structured case management tools.
• Assist the customer in finding the solution and develops a support plan.
• Capture customers user needs in the form of user stories.
• Regular collaboration as part of the product team creating better outcomes for customers.
• Actively participate in daily and weekly team meetings.
• Remote only position.

Skills

Excellent communication

Remote work experience

Customer service mindset

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Phone systems

Job description

Who we are looking for:

You’re a dedicated professional. Close to your heart and mind you put the customer at the center of what you do. You thrive in an environment where you feel empowered to do the right thing for the customer. The quality of your human-to-human interaction should be valued by any organization where you work. Your desire to help others, while maintaining their dignity and building their confidence gives you a sense of fulfillment and accomplishment.

Who you might be:

• You might come from a variety of roles:
  • A tech‑savvy teacher who’s the go‑to person your school
  • A social media creator or blogger focused on technology and software
  • A customer support rep that required common consumer knowledge about computers, smartphones, the web, and apps.
  • You’re the go‑to family member who helps everyone in your family with tech support
• You’re passionate about helping and supporting people, solving people’s tech needs energizes you.
• You’re a team‑oriented people person who is articulate in both writing and speech.
• You have an affinity for technology and have experience in a helping profession.

If this description describes you, we want to talk with you.

About us:

We provide software-as-hospitality to serve adults (55+). We offer services that empower adults to live their best lives. We design experiences specifically for them to foster greater confidence. We bring relevant content to them to build competence and spark enjoyment. We connect adults to organizations that can help, or be helped by them.

What you’ll do:

• Receive customer inquiries through multiple channels (calls, email, text, and video)
• Document customer needs in structured case management tools
• Assists the customer in finding the solution and develops a support plan
• Capture customers user needs in the form of user stories
• Regular collaboration as part of the product team creating better outcomes for customers
• Actively participate in daily and weekly team meetings
• Remote only position

Core Qualifications:

• Bachelors or equivalent experience
• Desired but not required, at least 2 years experience providing customer support
• Up to date consumer knowledge about computers, smartphones, the web, and apps.
• Familiarity with CS tools (Zendesk, phone systems, etc.)
• Excellent communication
• Experience doing remote work
• Eager to learn new skills