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by Chris Durst Updated Aug. 23, 2024
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Muck Rack, a company that serve public relations and communications professionals, has posted a Remote Customer Support Specialist job to their careers page.
In this role, you’d respond to inbound communications through the company’s website, and respond to customers via chat and email.
Per the company, applicants should have exceptional written and verbal communication skills, with a focus on listening and asking the right questions, and comfort communicating with customers via chat, email.
The pay rate is $27/hr., and we LOVE that the company has a “geo-neutral” approach to compensation — paying you for the job you do and not which state you live in. Yay!
Please note this is a technical support role, so be sure to read the requirements before applying.
Following are excerpts from the Remote Customer Support Specialist job posting:
Our customer base continues to grow and we’re looking for an analytical and curious Customer Support Specialist to join our team and make a big impact.
As a Customer Support Specialist, you will be focused on ensuring that customers receive best-in-class service and have access to the help they need to be successful using Muck Rack. You’ll be a good fit for this role if you enjoy creating exceptional customer experiences, and helping customers achieve their goals comes naturally to you.
You will work closely with the editorial, customer success, and product teams.
What you’ll do:
- Serve as a first responder for inbound communication through our site
- Answer customer questions and provide how-to help on Muck Rack’s capabilities, with a focus on reducing customer effort and furthering product knowledge
- Escalate and diagnose software issues; work with our product and engineering teams to solve complex product issues
- Follow site issues to resolution and customer satisfaction
- Proactively reach out to customers who show signs of user error
- Identify processes that need to be improved and evolved
- Maintain expert product knowledge of Muck Rack and stay well informed of new and existing features
How success will be measured in this role:
- Time to close
- Average time to respond within 10 minutes or less
- Number of conversations replied to
- CSAT
- Quality Assurance (QA)
If the details below describe you, you could be a great fit for this Remote Customer Support Specialist role:
- 1-2+ years of experience in technical support; B2B and SaaS experience is preferred
- Exceptional written and verbal communication skills, with a focus on listening and asking the right questions; comfort communicating with customers via chat, email
- Can autonomously troubleshoot and perform in-depth investigations to fix a problem
- Ability to adapt quickly to changing priorities and customer needs
- Familiarity with the tools we use, including Google Apps, Salesforce, Slack, Intercom, GitHub, and you learn how to use new tools quickly
- Familiarity with technical writing; writing troubleshooting and navigation steps for websites
- Attention to detail and curiosity to identify the core of issues
- Continuous learner with a desire to be the first to learn new features
- Experience working in public relations or familiarity with the industry is preferred
- Familiarity with boolean searching
- Must be willing to work one of the following shifts: 9:00am-6:00pm EST; 11:00am-8:00pm EST; OR 12:00p-9:00pm ET
Interview Overview
Below you’ll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.
- 30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Skills assessment (2 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
Remote Customer Support Specialist Salary & Benefits
In the US, the base salary for this role is $27/hour. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.
Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company.
We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.
Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.
More!
Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.
PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our “Holiday Swap Program.” We also provide up to 16 weeks of fully paid parental leave.
Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O’Reilly, as well as 2 additional days of PTO to dedicate to learning and development.
HOW TO APPLY
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CLICK HERE for full details and to apply for this Remote Customer Support Specialist position. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, join our free Telegram channel. Good luck as you make your work from home plans a reality!
