Customer Support Representative

Job description

At Emi Labs [we are on a mission to increase Frontline Workers’](https://www.linkedin.com/pulse/our-manifesto-building-infrastructure-frontline-workers-emi-labs/) access to professional opportunities. This is a 2.7 billion population that accounts for 80% of the world’s workforce. They are digitally invisible, as there’s little to no data available on who they are, their career history, or their skill set, limiting their access to professional opportunities and growth. We're here to transform this by building the infrastructure to make Frontline Workers visible. Our first step to achieving our mission is to **transform the recruiting experience** into an easy, human and fair process, for both candidates and companies with high-volume job openings. Emi, our main product, [is an A.I. recruitment assistant](https://www.youtube.com/watch?v=mH6o18vf6q0) that enables companies to engage in a conversation with each applicant to detect interested and qualified individuals while saving Recruiters a huge amount of time by automating tasks such as screening, validating skills, scheduling interviews, and collecting documents. We were part of [Y-Combinator](https://www.ycombinator.com/)'s Winter 2019 batch and in 2022 we have raised an $11M funding round co-led by [Merus Capital](https://www.linkedin.com/company/merus-capital/) and [Khosla Ventures](https://www.linkedin.com/company/khosla-ventures/). **About the Customer Support Team** Our team is composed of enthusiastic people, who are up to a fast-paced environment, willing to do different tasks, and accept new challenges. We are the first line of contact and problem resolution for our clients, understanding their pains and solving them or helping them get solved by our Tech team. Our team is also a source of key insights for the rest of the company. We are passionate about customer care and problem-solving, and we're driven by the opportunity to generate insights based on our knowledge. **What you'll be doing** You'll address customers' queries, requests, and issues and guarantee they are solved in a timely and efficient manner. Tech Support Reps are the first point of contact for our customers and help them get the optimal experience they deserve. You'll interact with customers to get the context of their issues, troubleshoot problems, and see them through to resolution. You'll have sound knowledge of our platform and work closely with different teams to ensure issues are solved quickly. You'll also help develop and document Tech Support processes and discover new product needs. This opportunity has a high potential of exposure as our team is constantly growing their technical knowledge through regular interactions with our technology area to achieve ticket resolution. It's a role that will continue evolving and adding impact internally by bringing insights to our service teams, and also by resolving tickets of a higher level of complexity over time. Come join us and be a part of the many challenging opportunities ahead! ### What we're looking for - Be currently studying at university, preferably halfway through your degree. - Availability to work **Part-Time (6 hours), Monday to Friday, including holidays, from 3 p.m. to 9 p.m.** - Passion for customer service. - Excellent communication skills. - Fast learner with strong problem-solving skills. - Enjoy working in a fast-paced environment, with the uncertainty and chaos of an early-stage startup. - Availability to work rotating Saturdays is a plus. - Portuguese proficiency is a plus. - Relevant work experience as a Tech Support Representative is a plus, but not required. ### Tasks / Activities - Interact with customers through a live chat, to get the context of their issues. - Troubleshoot problems to come up with a solution: leave no stone unturned in giving customers the best possible experience. - Escalate out-of-scope issues to the appropriate internal teams and follow up with them regularly for updates on the progress. - Document new knowledge in the form of solution articles and Tech Support processes. - Analyze customer requests and feedback to discover new product needs. ### What we offer - 💰 **Competitive salary**: Salaries paid in USD. - 📈 **Stock Options**: Stock Options Package as part of your compensation package. - 🧑🏽‍💻 **Flexible remote-first** work culture. We work towards goals\*. - 🏖️ **Vacations**: 3 weeks of vacation. - 🧑‍🎄 **Holiday season**: Week off between Christmas and New Year's Eve. - 💆 **Physical Wellness program**: We have partnered up with Gympass, a well-being platform that offers the best coverage of top gyms, studios, and activities for you to choose from. - 🇺🇸 **English Classes**: Improve your English skills with our in-company teachers. - 📚 **Internal library**: Get all the free books - digital, physical - you like, anytime. - 🍼 **Paternity leave:** 4 weeks of paid paternity leave. - 🌍 **Work from anywhere:** Work remotely from anywhere up to **3 months per year** - 🎁 **Birthday gift:** Enjoy a Bigbox experience as a birthday gift. (\*)🇦🇷 ***This opportunity is open for candidates located in Argentina only***