Product Support Expert

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Product Support Expert

We’re looking for a Product Support Expert to join our team to cover support 9-6 PM EST Tue-Sat.

Full-time · Remote

Who Is Follow Up Boss?

  • We’re a simple, communication and sales CRM for real estate teams (and we use our own product)
  • We’re a bootstrapped, profitable company started back in April of 2011
  • We’re a remote company with a mostly US-based team
  • We don’t just claim to be customer-centric - we live it: https://www.facebook.com/followupboss/reviews

Why Work Here?

  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive salary, health/dental/vision insurance, 20 days paid holiday, and other great perks (fitness, coffee, etc)!

This Role Is For You If…

  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech savvy and efficient with SaaS applications

Your qualifications:

  • Self motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 9 - 6 PM Tue-Sat EST.

Your responsibilities will include:

  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Zendesk)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)

30 Day Targets:

  • Learn the Follow Up Boss software & product offerings to be effective in the position
  • Complete all position specific on-boarding tasks, setup, and initial training
  • Virtually meet all Follow Up Boss employees

60 Day Targets:

  • Actively work in the ticket queue on a daily basis
  • Answer incoming calls and complete 10 training calls

90 Day Targets:

  • Meet or exceed KPI expectations
  • Contribute at least 3 documents to the Help Center
  • Contribute at least 1 product pitch

KPI’s:

Average Calls per Day

Average Tickets Per Day (conversations)

If this sounds like a great fit we would love to hear from you.

Apply for the job

Do you want to join our team as our new Product Support Expert? Then we'd love to hear about you!

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