Full Time
$500/mo
TBD
Dec 22, 2024
Company Overview
SimpleTalk (also known as SimpleTalk.ai) is an AI-powered sales and communication solution that helps businesses maximize lead engagement, streamline outbound calls, and automate appointment booking. We work with companies across industries—home services, real estate, medical services, insurance, and more—to enhance their customer interactions and reduce overhead costs by leveraging cutting-edge AI technology.
About the Role
As the Tier 1 Help Desk Representative, you will be the first point of contact for our clients, assisting them through Slack and ensuring a smooth user experience with SimpleTalk’s platform. You’ll handle a variety of entry-level technical support requests—such as password resets, minor system glitches, Twilio-related setup issues, or basic call-flow problems—and escalate more complex technical concerns to our Tier 2 team. Throughout this process, you’ll keep clients updated on their request status and follow up to confirm that issues have been resolved to their satisfaction.
Key Responsibilities
• Initial Point of Contact: Serve as the primary responder for client inquiries coming through Slack, providing immediate acknowledgment and gathering pertinent details about the issue.
• Tier 1 Troubleshooting: Address common help desk tickets such as password resets, call-flow errors, Twilio connectivity issues, and basic user navigation questions.
• Escalation Management: Identify cases requiring advanced technical expertise and route them to Tier 2 specialists. Monitor escalated issues to ensure timely resolution, and keep clients informed of progress.
• Documentation: Accurately log all client interactions, issue details, and resolution steps in our support ticketing system.
• Follow-Up & Customer Satisfaction: After a solution is implemented, follow up with clients to confirm resolution and satisfaction, ensuring a high standard of customer experience.
• Collaboration & Communication: Work closely with the Tier 2 team and other internal departments (e.g., engineering, product) to expedite problem resolution and relay feedback for platform improvements.
What Is Typical for Tier 1 Help Desk?
• Password Resets & Access Issues: Helping clients log into their accounts and regain access.
• Basic Configuration Support: Guiding users through simple changes in settings or preferences (e.g., setting up call routes, connecting Twilio accounts).
• Connectivity & Setup: Handling initial call or text service setup questions, including verifying that calls are going through and confirming Twilio configurations.
• Performance or Minor Glitches: Assisting with simple system hiccups like pages not loading or chats not appearing correctly.
Qualifications & Skills
• Experience: 1+ year in a help desk or customer service role (preferred), or relevant internship/academic projects.
• Technical Aptitude: Comfortable handling web-based platforms, basic troubleshooting steps, and guiding clients through app configuration. Experience with Slack and CRM systems is a plus.
• Problem-Solving Skills: Able to methodically understand and address client issues, knowing when to escalate for deeper technical investigation.
• Excellent Communication: Strong written and verbal skills to engage professionally and empathetically with clients; active listening and patience are a must.
• Organized & Detail-Oriented: Capable of juggling multiple support requests simultaneously, keeping clear track of every open ticket, and following through until closure.
• Team Player: Collaborative attitude, willing to coordinate effectively with other support tiers, product teams, and leadership.
Why Join SimpleTalk?
• Innovative Environment: Work at the forefront of AI-driven communication solutions.
• Growth Opportunities: Develop your technical and customer-facing skills, with potential to advance into more specialized roles (Tier 2 or beyond).
• Supportive Culture: Collaborate with a diverse, knowledgeable team dedicated to helping businesses succeed through cutting-edge technology.
• Impactful Work: Contribute to a product that genuinely revolutionizes how businesses engage with their customers, providing real ROI and efficiency gains.