Associate, Technical Support
About The Role
The role involves responsibly managing sensitive personal data, troubleshooting and resolving inquiries from Experts through an online ticketing system, and delivering high-level service. Candidates must possess strong communication skills, familiarity with CRM or ticketing systems, and at least one year of customer service experience. Essential qualities include dependability, flexibility, and a team-oriented mindset, along with a genuine passion for helping others. The position requires working during US afternoon/evening hours. Desirable qualifications include experience with JustAnswer.com, global team collaboration, knowledge of regulated industries, technical support experience, and an understanding of web technologies like HTML and CSS.
What You’ll Do
- Responsibly manage sensitive personal data.
- Troubleshoot and resolve inquiries from Experts through an online ticketing system.
- Deliver high-level service to Experts.
- Accurately track and resolve issues, escalating as per departmental protocol.
- Serve as the initial point of contact for Experts on various topics.
What We’re Looking For
- Strong communication skills, fluent in both written and spoken English.
- 1+ year of experience in customer service.
- 1+ year of experience working with CRM or ticketing systems (Salesforce, Zendesk, Kayako, etc.).
- Comfort and familiarity working with end users at all levels.
- Proficiency in using the Microsoft Office suite.
- Dependable, flexible, and team oriented.
- Passion for helping others.
- Flexible to work in the US afternoon/evenings shift hours.
About Us
We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 20 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management.
Why Join the Team
With 1,000+ employees, we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together, best of all, you get to work at a hot company that’s (drum roll, please) profitable!
Our JustAnswer Promise
We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.
- Data driven: Data decides, not egos
- Courageous: We take risks and challenge the status quo
- Innovative: We're constantly learning, creating, and adapting
- Lean: We focus on customers, using lean testing to learn how to serve them best
- Humble: Past success is not a guarantee of future success
If these things matter to you, come join the team here at JustAnswer!
Work Environment
JustAnswer, India has adopted a remote-first/hybrid work environment in most locations. Some teams occasionally have the option to meet in person for teaming, collaboration, or social events. With employee well-being as a top priority, where legally permissible, employees must be fully vaccinated against Covid-19 to attend these optional in-person events.
Our Commitment to Diversity
At JustAnswer, we embrace workplace diversity. We believe diversity drives richer insights, fuels innovation, and creates better outcomes. We are committed to attracting and developing an engaged and inclusive workforce. Team members from diverse backgrounds and unique perspectives are crucial to the JustAnswer mission of helping all people. Individuals seeking career opportunities at JustAnswer are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.
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