Virtual/Online Support Assistant (Zendesk telephone & email)

Hello!

I am in need of somebody to help with first line support. You'll answer phone calls (via your web browser, approx 1 per day) and respond to emails / support tickets (approx 3 per day) for a small software business.

The workload will be quite limited (you'll be replying to customers to ask for more information, arranging online support sessions and providing basic advice and assistance throughout normal office hours (GMT/BST 08:30 to 17:30).

In our experience, replying to a typical support ticket or phone-call should only take up to ten minutes per call. You will be helping us to ensure that every customer is responded to within 15/20 minutes and that all calls are answered within 5 rings.

In the first instance, as no specialist knowledge is required you will need to provide us with;

1. An email address
2. (if you prefer) - A landline phone number (for support call forwarding)

And will will provide you with a Zendesk login.

You will be;

1. Signed into Zendesk within the normal working day (this is how incoming calls are answered)
2. (smartphone app) Zendesk provide a smartphone app, which you can use to respond to new customer queries.
3. Reply to new support tickets (you will receive an email notification of a new ticket), giving re-assurance and advice to customers as needed.

You can also reply to incoming support requests by email.

The budget for this first line support / call answering work is set at £10 per hour. If this is successful, we will post a second gig for second line support with a higher budget.