Overview

We are looking for a Technical Support Agent to join our team. You can work from anywhere in the world, but must be able to work part-time from 12pm to 5pm US Pacific Time, Monday to Friday. Availability to work for a few hours on weekends would be highly regarded.

Please only apply if you are seriously interested and have the required experience. We’re looking for someone reliable who values punctuality and work ethic and is looking for a long time position.

JOB DESCRIPTION

We need a Technical Support Agent to help our customers get more information about our software and receive help with things like set up, configuration and various issues.

A perfect match will have a curious mind for how things work and what makes them tick, an affinity for helping and teaching customers, and a constant thirst to learn about the next best thing. If you love to take initiative with customer issues and want to own the customer experience then this is your role.

YOU WILL

  • Use our ticketing system to either reply to questions or forward them to developers
  • Respond to customer product inquiries
  • Resolve customer concerns raised during their account configuration and daily use
  • Troubleshoot problems with our software and recommend corrective action
  • Maintain a high level of quality of customer service and professionalism at all times
  • Answer phone sales inquiries
  • Occasionally test application updates to verify and confirm quality, notifying appropriate project managers of your findings
  • Help updating our help articles

IDEAL CANDIDATE QUALIFICATIONS

  • 2 to 5 years of relevant professional experience
  • Extensive experience troubleshooting SaaS software solutions
  • Outstanding follow-through and problem solving skills.
  • Resourceful, and detail oriented. Professional and friendly
  • Self-motivated and comfortable working independently
  • Top-notch written and good spoken English skills
  • Reliable, punctual and attentive to detail
  • Excellent internet connection, headset and ONE of the following devices: iPhone, or Android mobile phone, or iPad/tablet.

Compensation commensurate with experience. We provide our technical support team with 10 paid holiday days/year and 5 paid sick leave days/year after you work for our company for 12 months.

HOW TO APPLY

In your cover letter, please answer the following questions:

  1. If you have already provided technical support for a SaaS software, how did you learn to use the software and to provide technical support?
  2. Please send us details of your previous working experience in technical support, especially for SaaS companies.
  3. Please send us the link to the help portal of the SaaS software you provided support for.

About Bookeo

Bookeo provides an online scheduling and reservation system for small and medium businesses in 123 countries and is translated into over 30 languages. Up to date, Bookeo has processed over 15 million bookings, for a total value of over $1 billion USD.

How We Started:

Back in 2007, one of us went to an appointment with his optometrist, only to find out that the optometrist had no trace of the appointment in his schedule. This was hardly surprising, since the schedule consisted in a mangled diary, with scribbles, names, phone numbers everywhere.

Many small businesses, unfortunately, are still run that way. Out of this frustrating experience, Bookeo's online appointment scheduling software was born. A better way.

Our Philosophy:

There are many ways of conducting a business, but for us the only way is to work hard over every detail. We take no shortcuts, listen carefully to our customers, and deliver a product that feels simple and effortless, exactly because we put a great effort behind it.

We also keep an industry news blog where we track news and tips specific to the online booking world.