Customer Support Specialist (SaaS)

👋 About Us

DialMyCalls got its start as a wake-up call service started in a dorm room in 1999.   Over the past 24 years, DialMyCalls has evolved into one of the most popular mass notification services online. We’ve surpassed over 40,000 users including schools, churches, municipalities, government agencies, Fortune 500 companies, and countless other organizations.

Unlike other calling and texting providers, DialMyCalls runs its own proprietary calling and texting infrastructure.  This allows us to send messages faster and at higher volumes than most other similar companies.  Our main focus is targeting small and medium-sized organizations, providing them with an enterprise-level solution that’s easy to use at an affordable price.

🔎 About the Role

The Customer Support Specialist will play a crucial role in maintaining client satisfaction by managing support tickets, troubleshooting technical issues, and providing back-end administrative assistance to the training success team. This role involves direct client interaction, coordination with operations and development teams, and identifying trends to preempt potential issues.

🖇 🧐 Key Responsibilities:

• Manage support tickets via live chat, phone, and emails, providing timely and effective solutions. Ability to do video support calls as needed.

• Assist clients with technical and troubleshooting needs; escalate issues as needed.

• Call clients directly when necessary to resolve issues and ensure high client satisfaction.

• Communicate with the operations and development teams to address and resolve client concerns that require their attention.

• Monitor and identify trends in support inquiries, notifying operations and development teams of potential red flags.

• Working with Microsoft Excel for basic column sorting and filtering of account information.

• Collaborate with the customer success team to assist in launching clients successfully.

• Perform back-end administrative tasks, such as setting up new client accounts and configurations.

🌟 Who You Are

• Prior experience in customer support roles for US-based customers.

• Proven experience with a high volume of live chat tickets.

• Advanced English and you love supporting customers.

• Excellent problem-solving and communication skills.

• Ability to manage multiple tasks and prioritize effectively.

• Comfortable with technical troubleshooting and working with development teams.

• Strong attention to detail and ability to identify trends and patterns in support data.

• Familiarity with support ticket systems, CRM tools, and basic project management platforms is a plus.

🚀 Why Join Us?

• Competitive salary commensurate with experience 

• Fully remote work in Latin America

• Professional development opportunities 

• Collaborative and innovative work environment

🤝 Offer Details

• This will be a long-term 1099 contracting role. 

• The schedule will be 5 days a week with a rotating schedule: Monday to Wednesday from 8:30AM to 5:00PM EST, and Saturday to Sunday from 9:00AM to 4:00PM EST. Must be available to work on Saturday and Sunday.

DialMyCalls asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact DialMyCalls directly.