Part-time Customer Support Advisor (10 hours per week)

The Part-time Customer Support Advisor at Whereby is responsible for responding to customer inquiries related to our video meetings product. This includes troubleshooting, assisting with account management, and helping customers understand features of the platform. You will handle around 20 queries daily and support Tier 1 and Tier 2 tickets, contributing to improved customer support documentation and processes.

At Whereby, the qualifications for the Part-time Customer Support Advisor position include solid typing skills and the ability to communicate effectively and empathetically with customers from diverse backgrounds. Prior experience in customer support and remote work is preferred, but the key attribute we look for is a problem-solving attitude and a genuine desire to assist customers.

The Part-time Customer Support Advisor position at Whereby typically involves 10 hours of work per week. These hours are flexible, allowing you to schedule your shifts around your commitments while ensuring at least 3 hours of overlap with CET and GMT.

Compensation for the Part-time Customer Support Advisor role at Whereby is competitive, offering a rate of $23 per hour globally, £17 per hour for UK-based candidates, and €20 per hour for those in Europe, making it an excellent opportunity for supplementary income.

At Whereby, training for the Part-time Customer Support Advisor role involves hands-on experiences where you’ll be introduced to Tier 2 support tickets alongside essential training on the company's products and customer support processes. You'll receive ongoing support as you adapt and grow in your role.

When faced with a difficult customer, I would first listen actively to understand their concerns without interrupting. Empathy is crucial, so I would acknowledge their feelings and reassure them that I’m here to help. Then, I'd work to find a solution or provide the necessary information, keeping a calm tone throughout the interaction.

I have considerable experience working in remote environments where I successfully adapted to different tools for communication and collaboration. I find it important to maintain regular check-ins with colleagues and make full use of collaborative platforms to remain engaged and aligned with the team's objectives.

In my previous role, I noticed that customer queries related to a specific feature were rising. By creating a user-friendly troubleshooting document that outlined common issues and solutions, we reduced response time and enhanced customer satisfaction. This proactive approach fostered better customer interactions and improved workflow efficiency.

I prioritize customer requests by assessing urgency, such as any issue impacting a customer's ability to use the service effectively. I create a task list, categorize inquiries, and address them based on impact and complexity while ensuring timely responses to all customers.

I believe the key to providing excellent customer service is genuine empathy and clear communication. Bringing a human touch to customer interactions, along with prompt and accurate responses, fosters trust and satisfaction in the service provided.

I rely on digital tools like task managers and shared documents to keep my workload organized. Setting daily and weekly goals helps me track my progress effectively. Time-blocking and using reminders can enhance my focus and provide structure to my day.

In resolving a technical issue, I would first gather detailed information from the customer to understand the problem thoroughly. Then, I would guide them through relevant troubleshooting steps while staying patient and ensuring they feel supported. If necessary, I would escalate the issue with precise details to the technical team.

I adapt my communication style based on the customer's tone, level of understanding, and the complexity of their issue. For example, I use simple language for less tech-savvy customers while providing more detailed explanations for advanced users. The key is to remain flexible and attentive to their preferences.

I am passionate about joining Whereby because I admire its mission to create seamless video communication experiences. Being part of a remote-first company that values diversity aligns with my desire to contribute positively in a collaborative and inclusive environment.

In challenging situations, I focus on the potential outcomes rather than the obstacles. Practicing gratitude and maintaining an optimistic perspective helps me deal with stress. I also seek support from colleagues to brainstorm solutions, knowing we can tackle challenges more effectively together.