Live Chat Support (Online Software Support Experience Only) - Contract to Hire

We are a SAAS company in need of 2-4 team members who have 2+ years of experience with live customer support in the SaaS online software field along with Quickbooks experience. We provide online software to construction companies. They use our system to create estimates, invoices, etc. Our support team providers live chat and ticket support using Zoho CRM, Zoho Desk, and Zoho SalesIQ.

Experience... with the following IS required. Reply with a Yes or No beside each item. If helpful, provide additional details.

• - Live Chat:

• - QuickBooks (Online or Desktop or Both):

• - CRM's:

• - Ticket Management:

These are NOT requirements, I am just curious about your knowledge (even if just a little). Reply with a Yes or No beside each item. If helpful, provide additional details.

• - Construction Experience/Knowledge:

• - Adding/Modifying Knowledge Bases:

• - Xero:

• - Building/repairing computers:

• - Emailing customers (outside of chat):

• - Hosting/Server management:

• - WordPress:

• - ClickUp/Asana/Monday:

• - Slack/Teams:

• - Phone Support:

• - QA Testing:

When replying, let me know what kind of company you worked for when you provided live chat service. If it was with a SaaS company that had customers who were paying for a subscription, mention the company name. Also, tell us what qualifies you for the role and what value do you bring to the table that is outside of job titles that is unique to you.

What we expect from the person we hire...

• - Experience -You should know how you should or should not handle chat situations.

• - Proper Chat etiquette - Someone who knows the right and wrong way to respond to a customer and can identify the problem and offer encouragement and solutions.

• - Goal Oriented - Knows the value in setting goals and holding the team to the goals.

• - Self-Motivated - Motivated to improve and make your responsibilities better without having to be told.

• - Detail Oriented - Able to multi-task and get stuff done without letting other responsibilities fail.

• - Critical Thinker - Able to troubleshoot and look for solutions even if they are not easy to find.

• - Quick Learner - Able to learn something quickly without having to be told over and over how to do it.

• - Responsible - Understands that if you are given a responsibility, it is your job to make sure if gets done (even if that means asking for help).

• - Great Communication - Able to clearly communicate with other team members and customers.

? Performer - Someone who is ready to go above and beyond for their customer and the company by their performance and exceeding expectations thereby showing capacity to grow with the company.

Hours

We want you to work 40 hours/week but if you are willing, you can work up to 60 hours. Mention it in your bid. Hours must start at 7AM EST, Monday-Friday and you will be in an 8 hour shift anywhere from 7:00AM to 7:00PM depending on the time when we need you the most.

Additional Considerations

• -Indicate if you have a second monitor or would be willing to add one.

• -Are you connecting using a secured private wifi network.

Bonus

• -Most of our support team members receive an additional $100-$400/m performance bonus which is based on the number of chats taken and the number of 5-star reviews. Factor that into your bid amount as this is equivalent to an additional $2.50/hour.

To make sure that you can follow instructions, we will not be considering any bids that do not include the phrase 'I reviewed the bid details' at the top of the bid. So be sure to add it as this helps me know that you read the full bid and can follow instructions.

We look forward to hearing from you

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