At holiday dinners, are you the person every family member goes to with their computer questions? Are you weirdly good at explaining complex things in simple ways? Are you patient and empathetic, especially when working with those who may not be tech-savvy? If so, wed love to have you on our team!
Were hiring a Customer Support Representative who is passionate about helping small business owners and delivering the delightful experience our customers have come to expect. A familiarity with websites or website technology will help you succeed in this role.
Who is Jottful?
Jottful is reimagining the way small businesses market themselves online starting with their websites. Were a U.S.-based early-stage software company with an all-remote workforce.
What is this position all about?
The Customer Support Representative is the first point of contact for Jottfuls small-business customers, helping them resolve issues, get answers, and achieve their goals. This role requires balancing multiple customer tickets and phone calls daily, prioritizing tasks based on urgency and impact. Whether its answering billing questions, troubleshooting, or patiently walking someone through website updates, your goal is to deliver friendly, knowledgeable, responsive, and efficient support.
This role is perfect for someone whos patient and thrives on helping people of all skill levels even those who may not feel very tech-savvy.
Responsibilities:
Respond to customer questions quickly, accurately, and professionally via email, phone (voice and text), and Jottful’s ticketing system.
Understand customer needs and determine whether their requests can be handled by them, you, or a Jottful team member. Appropriately complete or transfer the work.
Become familiar with Jottful’s Knowledge Base articles, blog posts, workshops, and other resources, so you can direct customers to resources that will help them.
Contribute to the library of Knowledge Base articles and videos that guide customers on the most common questions they ask.
Identify and report outages, bugs, and feature requests to ensure the continual improvement of Jottful’s software.
Learn how to use Jottfuls website-building software, as well as the marketing and design best practices we follow to serve customers.
Set up and hold video working sessions with customers in order to assist them.
Train customers on how to use the Jottful Editor to make their own website changes.
Required:
1+ years of experience in a call center OR 3+ years in a customer service or customer-facing position
Native or fluent in English
Passion for solving problems and helping people
Self-reliant, resourceful, and motivated
Strong ability to prioritize tasks
Comfortable working with customers who may have limited technical skills
Excellent communication skills (written and verbal) with a knack for explaining technical concepts in simple terms
Exceptional service orientation
Very comfortable with technology
Quick learner, coachable, curious
Patient, flexible, and conscientious
Highly organized with great attention to detail and follow through
Preferred:
Call-center experience
Experience working in or with small businesses
Experience working with websites, website-building tools, or website technology
Marketing experience
SEO experience
An understanding of how a range of small businesses make money, such as: professional services providers; home and building contractors; and Main-Street-style small businesses
Bi-lingual (English and Spanish)
Other
Full-time position. Cash compensation for this role is $48,000. The position is remote but candidates must be based in Colorado, Hawaii, or Michigan. Flexible schedule with limited travel.
Were a female-founded business, believer in the power of diversity, and an equal opportunity employer.
Job Type: Full-time
Pay: $48,000.00 per year
Benefits:
401(k)
Dental insurance
Flexible schedule
Paid time off
Parental leave
Vision insurance
Work from home
Shift:
8 hour shift
People with a criminal record are encouraged to apply
Application Question(s):
Why are you a great fit for Jottful and for this role?
Have you worked in a call center previously? If so, how many years:
Have you worked in a customer support position previously? If so, how many years:
Language:
English (Required)
Spanish (Preferred)
Work Location: Remote
