Product Support Expert

Job Description

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.