Technical Support Specialist (Remote)

We’re looking for a Technical support specialist to join our team to cover our round the clock support operations. Who Is PurpleRain We’re a simple, communication and sales enablement platform for teams We’re a bootstrapped, profitable company started back in April of 2009 We’re a remote company with globally distributed team We don’t just claim to be customer-centric - we live it We build awesome SaaS products that helps our customers increase conversion, drive revenue growth and improve customer experience. 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 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 application Provide real time live chat, ticket based and voice support Ondemand demo and remote support for troubleshooting Your qualifications: Self motivated and proactive mindset. Remote work experience is considered an asset. Based anywhere in the world, quiet home office with fast internet. Prior experience in a customer-facing role (Support, Success, Account Management, or Sales). 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 Monday) Educating about newly released features and functionality. Contributing to our Help Center (help.limecall.com) Continuous learning and love to implement best practices 30 Day Targets: Learn the PurpleRain software & product offerings to be effective in the position Complete all position specific on-boarding tasks, setup, and initial training Virtually meet all PurpleRain employees 60 Day Targets: Actively work in the ticket queue on a daily basis Answer incoming calls and complete 10 training calls Onboard 10/new trials a week 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 Rating per ticket Trial Onboarding Rate Average Tickets Per Day (conversations) If this sounds like a great fit we would love to hear from you.