• Do you have or enjoy pets?
• Are you looking for a place that is welcoming and inclusive?
• Do you want to find friends at work?

It is our mission at CustomerHD to redefine the world of “customer service”. Our team is where that starts. They are the secret sauce… they’re a group of some of the coolest, most interesting, diverse people you’ll ever meet, and we’ve all got each other’s backs. If you’ve not found the spot you seem to fit in… CustomerHD could very well be it.

We were voted as one of the Best Places To Work in 2021 by the Triangle Business Journal!

WORKING ENVIRONMENT

• This position will require you to work and train in our Raleigh, NC office for a minimum of 6 weeks.
• After a minimum of 6 weeks in office, you will get to work from home on a hybrid basis, based on your performance.
• ADJUSTABLE STANDING DESKS IN OFFICE! Because you’ll typically be sitting for most of the time, your desk allows you to get up and stretch occasionally. Your circulatory system will thank you!
• VIRTUAL meetings whenever possible;
• On premises showers, kitchen and kitchenettes, and FREE COFFEE (supplied by 321 Coffee, check them out!)
• Great quiet rooms for breaks.

ABOUT THE JOB

As a Live Video Chat Support, you are a very important part of our team. We are looking for full-time and part-time candidates. You will be fielding customer inquiries to include troubleshooting our client's products and corresponding app and finding innovative ways to respond using email, live chat, phone, social media, & one on one VIDEO support where your camera will be on. It's basically like a virtual retail experience! Our client has a GPS dog collar you will be responsible for troubleshooting. We are looking for pet lovers who can relate with the customers.

Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life and no two days will be the same. You’re literally the voice of the brands we represent, and a strong relationship between our clients and their customers starts with you!

This position will require you to train and work in our Raleigh, NC office for a minimum of 6 weeks. The training schedule will be a minimum of 3 weeks Monday-Friday from 9-6 PM eastern time with an unpaid lunch break. The schedule after training is still being determined, but will have M-F and weekend options! This role will be responsible for troubleshooting a smart pet product over one on one video chats, phone calls, emails, & live chats!

KEY JOB RESPONSIBILITIES

**Employment will be contingent upon passing a background check**

• Work from our Raleigh, NC office for at least 6 weeks. Work from home will be an option after training at the manager's discretion based on performance. You would be required to work in office once every 2 weeks or as needed.
• VIDEO SUPPORT REQUIRED!! Your camera will be on!
• Collect information and troubleshoot electronic devices and corresponding apps/programs when they encounter an issue;
• Talks to customers via email, online Video chat, phone or social media to resolve their questions or concerns;
• Maintains and updates customer information as necessary;
• Calmly attempts to resolve and de-escalate any issues;
• Escalates calls to supervisor when necessary and appropriate;
• Provides feedback reports on call issues related to downtime and/or training issues.

EDUCATION AND EXPERIENCE

• Minimum 6 months technical support or troubleshooting experience required;
• High School diploma or GED equivalent required;
• Amazing customer support presence (people can literally hear you smiling);
• Must be able to type a minimum of 40 WPM;
• Basic computer knowledge;
• Ability to navigate multiple screens;
• Proven ability to work as a member of a team is required;
• Must be able to speak and read English clearly, professionally and fluently;
• Proven oral & written communication skills;
• Experience using computers, phones and apps

• Paid medical plan options;
• Vision and dental plans available;
• 12 days PTO accrued bi-weekly as soon as you start;
• FSA program;
• 401k plan after 1 year of service;
• Health & wellness programs;
• Employee Assistance Program (EAP) that offers up to three therapy sessions

Pay: $15 an hour