Are you ready to provide excellent customer service and troubleshooting assistance for customers all over the United States?

*This is a remote position, but candidate must be located in/around Austin, TX.*

About you...

• You have excellent communication skills
• You are great on the phone and take calls with a smile
• You are good with computers and able to troubleshoot when things don't go quite right
• You are great at multitasking and cool under pressure
• You can manage your time effectively while working on a variety of tasks
• You are available to work night and weekend shifts, and occasional holidays

Your responsibilities…

SpeakWrite is a leading provider of transcription services to clients in fields such as legal, law enforcement, protective services and more. The Customer Support Representative is the point of contact for both our transcriptionists and our diverse customer base. In this position, excellent communication and problem-solving skills are a must. The CSR is responsible for efficiently answering job-related questions from transcriptionists with decisiveness and precision, while also answering phone calls and managing other duties. This position requires a strong attention to detail and the ability to manage time effectively while working on a variety of tasks.

The schedule for this position may vary but can include weekends and late nights in addition to shifts during the regular work week. Additionally, our support department is open 365 days a year, so occasional holidays will be required. The hours for this position can be anywhere in the range of 7:00 a.m. to midnight. Flexible availability is a MUST.

Major Duties and Responsibilities

• Providing excellent customer support for clients and transcriptionists, including answering questions, processing complaints, and some technical support.
• Answering emails, tickets and phone calls within a timely manner.
• Learning our unique policies and procedures in order to assist transcriptionists with job-related inquiries.
• Monitoring the job queue to ensure jobs flow smoothly through the system.
• Greeting customers warmly over the phone, ascertaining reasons for calling, and occasionally assisting with technical, billing or account issues.
• Educating clients on ways to utilize the service and optimize efficiency.
• Following professional communication procedures, guidelines and policies.

Qualifications and Education Requirements

• Flexible availability; willing to work at least one weekend day, and night shifts through midnight. Schedule hours can vary anywhere between 7 a.m. to midnight daily. (Weekend shifts pay an extra $1/hr differential!)
• 2 to 3 years of experience in customer service
• Candidates must be local to the Austin TX area. Work will be completed remotely.
• Strong internet and quiet place dedicated for working at home.
• Excellent written and verbal communication skills.
• Ability to work independently and manage tasks efficiently.

Preferred Skills

• Microsoft Office experience (Outlook and Word)
• Windows OS experience
• Experience with troubleshooting or technical support preferred.
• Experience working with a ticketing system

Who Will You Work With?

We are SpeakWrite. We help clients around their world produce important documentation. Whether it’s helping Child Protective Services find a safe home for a child by documenting their findings or helping police by transcribing an interview of potential suspects- we support professionals so that they can do their job better!

What we do specifically is that we accept audio recordings from all types of large user groups, route that audio to trained transcriptionists all over the county, and email back a typed transcript of their document in just an hour or so. We service companies such as Taser Body Worn Cameras, International Association of Police Chiefs, Philip Electronics, the American Bar Association and many more.

Daily you will be working with our customers, answering questions and troubleshooting, as well as offering support to our typists who are producing the work. Our in-house team is small, and while we work hard to get it all done, we do have a lot of fun with a laid back environment and a supportive team.

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Weekends as needed

Application Question(s):

• Are you willing to work occasional holidays?
• Do you have reliable internet speed to work remotely?
• Are you willing and able to work Fridays and Saturdays?

Experience:

• Software troubleshooting: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person