Tier 1 Customer Support -(Part-Time Contractor)- Remote

Tier 1 Customer Support (Part-Time Contractor)The part-time Tier 1 Customer Support Agent is a remote-based contractor who is motivated to provide quick and effective service to worldwide participants in our online leadership development programs. This person champions customer happiness, satisfaction, and success through patience, understanding, and product and technical know-how.We have availability during time blocks 24 hours a day, 7 days a week. We currently have specific need for coverage during 3:00 - 9:00 p.m. ET weekdays. Weekends are possible.You will serve as a point of contact for our clients with questions about their online learning experience, including providing solutions for technical issues and logistical and administrative matters.Our Agents communicate with high-level executives from premier companies all over the world, and candidates must exude professionalism and possess strong written communication skills. Our Agents are provided onboarding and ongoing training, resource materials, and the tools they need to be effective.Experience working customer support for executives or businesses is highly valued. Work in a SaaS/product or application setting, Salesforce or similar CRM, website backend/ administrative interfaces, and help desk software is highly valued.Hours per week will vary over the year based on the ExecOnline program schedule. We generally offer 10-20 hours per week, with the possibility of additional hours based on volume. Candidates must be authorized to work in the US.What you will do:

What you need to succeed:

  • 1-3 years of work experience, preferably with a SaaS company or a product/technology division  
  • Poise and professionalism to respond to high-level executives from around the world; executive support experience is a plus
  • Strong communication skills—written and verbal—that recognizes and adapts to the wide range of ExecOnline participants. Be well versed and comfortable with email, phone, and video (if needed) etiquette in potentially challenging or urgent situations
  • Familiarity with Salesforce (or other CRM), website backend/administrative interfaces (e.g. Wordpress/Rails Admin), cloud-based tools, and exposure to help desk software.
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
  • Fluency in Spanish, French, or Japanese is highly valued.

To apply for this position, please submit a copy of your resume, brief cover letter (including how you heard about us), and an address to your LinkedIn profile. Candidates must be located and authorized to work in the US.

Please note, as a contractor you are not eligible to enroll in ExecOnline's employee benefits program.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...