Note: The job is a remote job and is open to candidates in USA. Hapn builds GPS tracking software and IoT solutions that help businesses manage complex physical operations more efficiently. The Customer Service Agent will provide customer service and technical support through phone, email, and chat, troubleshoot product and account issues, document resolutions, and identify opportunities to recommend relevant products or services.
Responsibilities
- Respond to Customer Service and Technical Support inquiries via phone, email, and chat
- Identify opportunities to upsell or recommend products and services that meet customer needs
- Troubleshoot technical issues related to devices, software, and account setup
- Accurately document customer interactions and resolutions
- Escalate complex issues to the Team Lead or Customer Experience Manager as needed
- Follow SOPs and training materials to ensure consistency and quality across the center
- Meet individual performance goals related to customer satisfaction, quality, and productivity
Skills
- Minimum of 1+ years of customer service experience within a contact center environment
- Prior sales experience, with a demonstrated ability to identify customer needs and recommend relevant products or upgrades
- Prior technical support experience, with the ability to troubleshoot and resolve product and account issues
- Excellent verbal and written skills
- Understanding of contact center best practices regarding customer satisfaction
Benefits
- Generous Vacation & PTO
- Health, Dental and Vision Insurance & Flexible Spending Account
- 100% company-paid insurance option for individuals
- Retirement plan - 401(K)
- Paid Family Leave (10 weeks)
- Fitness Allowance
- Company reimburses up to $50/month of the cost of a gym membership, a fitness class, a personal trainer or sports league
Company Overview