Customer Support Specialist

by twochickswithasidehustle | Mar 21, 2022 | Uncategorized

Description

Dear customer support specialist who cares about doing meaningful work,

If your dream is to help people have a positive experience with a solution that truly makes a difference and to do it with a small team that values freedom, sustainability, and ownership, I’ve got good news for you… we’re hiring a Customer Support Specialist at Know Your Team.

First, a quick introduction.

My name is Claire Lew, and I’m the CEO of Know Your Team. Our company, Know Your Team, is software that gives you the tools, training, and resources to become a better manager. Thousands of managers at companies like Airbnb, Netflix, Pixar, and Shopify use our software and attend our trainings every single week.

We were born from Basecamp back in 2014, and have been profitable since Month 1. We’ve been a 100% remote company for the entire time, and purposefully stayed small in headcount, and avoided traditional VC funding to enable us to stay focused on serving our customers to the highest quality. You can read more about our journey so far here. (We’re a bit of weird company, admittedly!)

Above all else, what motivates us at KYT is making progress toward our vision: A world where bad bosses are the exception, not the norm. Imagine a world where leadership doesn’t have such a high learning curve. A world where anyone, anywhere, can become a better leader – with a little help from us 🙂

We believe if you help managers become better, everything gets better. An organization with better leadership achieves better outcomes and takes better care of its people. Helping people become better leaders might just be one of the most high-leverage ways to help the world.

For our own company, our vision is for KYT to be an independent, remote, profitable company that’s small in headcount but impacting tens of thousands (if not hundreds or even millions!) of managers, for 10 years and beyond. We want KYT to be a place where people come to do the best work of their lives – and continue to do the best work of their lives. Sustainability, and lasting in the long-term is a key part of success, for us.

So what’s the job?

You’ll be responsible for managing and replying to all incoming customer support inquiries during KYT business hours, Monday through Friday, 8AM – 5PM PT across all our channels (Help Scout, Intercom, social media) in an empathetic, friendly way. Right now, it’s the amazing Jenna Chaplin who is running Customer Support – but her exceptional talents fit better with Customer Success, and so you’ll have to opportunity to replace her, which we’ll be genuinely grateful for.

You’ll take on technical support requests, triage tasks to our Engineering Team, dive-in to troubleshoot and do QA with the customer, and even directly debug issues in the console. You’ll acquire deep product knowledge about KYT and problem-solve when customers run into technical issues or confusion about using a certain part of our product.

You’ll identify the customers who need our help â€“ the ones who are stuck or don’t know how to get started – and proactively reach out to them to lend a hand. You’ll share best practices, offer helpful tips, and give them encouragement on their path to becoming a better manager.

You’ll be the eyes, ears, and heart of the customer â€“ sharing insights and desires gleaned from customer interactions with the rest of the KYT so our product and offerings can be better for our managers.

You’ll own, write, update, and improve all our customer support documentation, including our Help Docs and internal documentation around customer support.

Over time, as you grow more comfortable with the role and the product, you’ll run demo tours for prospective and current customers, improve our onboarding flow to enable greater customer success, and strategize + execute cross-functional projects that help improve the overall KYT customer experience.

High-level, here’s how you can expect to spend your time in a given week:

• 60% – Responding to support inquiries, Monday through Friday, 8AM – 5PM PT.
• 20% – Working with our Product team to do Q/A and monitoring our errors system, raising important issues to our engineers and proactively notifying customers affected.
• 10% – Improving our support documentation + brainstorming/executing ways to improve our overall KYT customer experience.
• 10% – Working on cross-functional projects that align with your skills/interests that support our team, move KYT forward, and improve the overall KYT customer experience.

The full-time salary for this role is $70,000 USD, with health benefits, and unlimited vacation. We try to do everything in our power to give you the trust, space and stability to do your best work.This is a full-time role. Eventually, we’ll hire another full-time Customer Support Specialist for you to work alongside. As the company grows, we’d continue to build a team around you. And if things worked out well, you could potentially grow into a Head of Customer Support role.

Together, we’d grow Know Your Team to be a solution that improves the lives of hundreds of thousands (if not millions!) of managers every day.

Who I am looking for exactly?

I’m looking for an impeccable, clear writer. Fluent in writing and speaking English is a must. You distill complex concepts into simple phrasing, and get-to-the-point quickly and thoughtfully. You communicate warmth and friendliness in your words. It doesn’t matter what you’ve studied (or if you graduated from school at all): You’ve honed your craft of writing over the years, in your own way. You believe the best writing is not what you intend to say, but in fact, how it comes across to the other person.

You’re a problem-solver at heart, who excels in tackling detailed + technical challenges. To you, there’s no greater thrill than helping someone else make progress toward an outcome they care about. You consider yourself tech-savvy and innately inquisitive. You relish learning new technologies and new skills, and typically you’re always tinkering with something. You even might know some basic HTML/CSS (or even basic Ruby) or have used console tools in the past to help run pre-written scripts – but totally fine if not, too! Either way, it’s highly probable that you’re “that one friend” all your friends go to when they can’t get their computer to reboot properly or need a recommendation on “an app for X”. You are curious and persistent to find a solution and creative in how you approach a problem.

You’re empathetic (perhaps to a fault, at times!). Your day is made when you can make another person smile – be the Amazon delivery guy at your doorstep or your kid’s school teacher via Zoom. Even when the world feels like it’s falling apart (oof, does it feel like that more than ever!), you maintain a cheery orientation and choose to see the good in people. In previous work environments, co-workers likely have marveled and how upbeat and calm you remain when others around you feel downtrodden and overwhelmed.

Most importantly, you believe in the vision of Know Your Team. You’ve personally felt the pain of having a bad manager (or two) before. Or you’ve personally struggled to find an effective learning path to become a better leader, yourself. Either way, you’re passionate about what Know Your Team stands for, and how we can help as many managers become better leaders.

I’d love to hear from you. Here’s how you can apply:

If you’re interested in working together, apply here by 11:59PM PT Thursday, March 24th, 2022 with the following information…

• Please introduce yourself to us as a potential fellow KYT team member. What’s your story? 🙂 Writing is one of the top skills we prioritize as a company. Feel free to take your time, as we won’t begin reviewing applications until after applications have closed on Thursday, March 24th. Do take license to be creative, and include answers to these questions…
  • Why KYT? Why not work somewhere else?
  • Why customer support? What is it that you love about this industry?
  • What’s a memorable customer support interaction you had recently that stood out to you as positive? What made it so?
  • Could you describe a time when you had to teach yourself a new skill in order to accomplish a job or project?
  • What’s your favorite spot (e.g., park, coffee shop, etc.) to visit nearby? How do you get there from where you live?
• Then, please answer the following questions, as if you were already a KYT Customer Support Specialist. To help you answer these questions, we’ve made available a private link for you to sign-up for a demo account of our product here to help give you context. Please note: This is NOT a public-facing domain for potential customers, but is being shared purely to help you in this application process. Here are the questions we’d love for you to answer as if you were already a KYT Customer Support Specialist…
  • “I don’t see how to sign up for the free trial account. How do I do that?”
  • “How does your Heartbeat Tool work?”
  • “Do you integrate with Basecamp?”
  • “How does your pricing work?”
  • “Help! Our company changed their domain for all their email addresses and I can’t log into Know Your Team anymore… What should I do?”
  • “I used your Slack integration but I don’t see all my channels, please assist.”

Please apply here by 11:59PM PT, Thursday, March 24th, 2022. We’ll confirm that we’ve received your application within 48 hours. At the conclusion of the review process, we’ll respond to every application about the result and next steps. We appreciate your patience as we review each application carefully.

This is a unique opportunity to influence a company’s customer support from the first floor and up, and to help solve a significant problem. If you’re the right person for it, I’d be honored if we got to tackle it together.

Looking forward to hearing from you,

-Claire Lew
CEO of Know Your Team

Apply for this job

Accounts Payable

by twochickswithasidehustle | Mar 21, 2022 | Uncategorized

Assurant has an exciting remote opportunity for an Accounts Payable representative!

This job is responsible for processing accounts payable to ensure vendor purchases are coded correctly, paid on time and reconciled in accordance with required control procedures (e.g. 3 way match of vendor invoice, P.O., and proof of delivery).

Responsibilities

• Match invoices with purchase orders, packing slip and receipt (evidence of goods).
• Process invoices and ensure timely payments.
• Enter credits
• Email weekly check remits to the vendor.
• Maintain and file all invoices and other applicable supporting documentation, i.e. purchase order, receipt (evidence of goods), by vendor name.
• Disbursements.
• Reconcile vendor statements.
• Reconcile prepaid account.
• Research accounts payable invoice discrepancies and ensures appropriate action is
• taken.
• Answer vendor inquires.
• Prepare analysis of vendor accounts, as requested.
• Performs filing, scanning and copying.
• Submit Non-inventory utility invoices through APnet.
• Non-inventory invoices with a purchase order are emailed to EBS Accounts Payable.

Qualifications:  

• Ability to work independently with minimal supervision and as part of a team
• Strong organizational skills, including attention to detail, problem solving and follow through
• Strong use of AP applications in Oracle or other reputable ERP system
• Ability to reconcile accounts to relevant supporting documentation
• Basic understanding of accounting principles as needed to apply proper account coding.
• Proficient use of MS Office Products, especially Excel.     
• Ability to multi-task, results driven, team player, can work under tight deadlines and ability to communicate with all levels of financial and operational personnel.
• Critical thinking and good judgment is also required.

APPLY HERE

Technical Support Engineer

by twochickswithasidehustle | Mar 21, 2022 | Uncategorized

Description

Defiant is a small, dynamic, fast-growing, and profitable company with loyal customers who love our products and services. We are the global leader in WordPress security, protecting over 4 million websites.

Are you excited about working for a technology company that is securing the web? Are you looking for full-time, flexible hours* working remotely from your home office? If so, this may be your dream job! We’re seeking Technical Support Engineers to work any of these schedules:

• Monday – Friday, 11am – 8pm Pacific Time (UTC-7)

• Tuesday – Saturday, 11am – 8pm Pacific Time (UTC-7)
• Wednesday – Sunday, 11am – 8pm Pacific Time (UTC-7)
• Thursday – Monday, 11am – 8pm Pacific Time (UTC-7)
• Friday – Tuesday, 11am – 8pm Pacific Time (UTC-7)
• Saturday – Wednesday, 11am – 8pm Pacific Time (UTC-7)
• Sunday – Thursday, 11am – 8pm Pacific Time (UTC-7)

Full time salary of $50,000 to $80,000, depending on experience.

*Required core hours of 11am – 1pm Pacific Time, Monday through Friday, depending on scheduled shift.

You Will:

• Provide Premium and free technical support to our customers through email and forum posts. We do not offer phone support.
• Patiently work through the resolution of support emails and questions. This involves flexibility in both customer care and incident management.
• Provide timely, accurate and courteous support to achieve the highest possible customer satisfaction.
• Acquire and maintain an excellent technical understanding of Wordfence and other Defiant products.
• Identify support trends by gathering and sharing information with coworkers.
• Proactively and reactively create and curate support documentation.
• Appropriately escalate complex situations.
• Sympathize with our customers and promote our company value of providing excellent customer support.

Company Culture

You’ll work with a team that is friendly, fast-moving, and highly capable with a sense of humor. Our team’s family time is important; we won’t typically require long hours when we can avoid it, which is almost always. Our entire team works remotely using Slack for casual interaction, ­so you can live practically anywhere in the World if you have an Internet connection. There’s no micro­-management here—we trust that you will see tasks through to completion and communicate with your fellow team members when needed or ask for help when needed.

At Defiant, ‘trust’ is the attribute we value most highly among our team members. We need to know that you can grab a task from a support ticketing system, communicate clearly with our customers, and see the task to completion with superb attention to detail.

You Are:

• Willing to grab whatever task is required of you and run with it. This may include work outside of your core tasks. We are a small team and everyone needs to pitch in.
• Highly productive and able to function well independently.
• Comfortable working remotely and interfacing with other team members using Slack and other remote tools.
• An excellent communicator in written and verbal English.
• An outstanding teammate: self-directed and able to collaborate easily, knowing when to ask for help and how to give and receive feedback.
• Nimble, able to come up with creative solutions, and mature in your approach to solving challenging problems.
• Enthusiastic and able to see opportunity when problems arise.
• Empathetic and patient: some of our customers have experienced hacked sites. You should be able to comfort customers and de-escalate stressful situations.

Requirements

You Have:

• The ability to speak and write fluently in English.
• A good understanding of WordPress as a CMS and PHP application.
• General knowledge of Internet protocols, web tools, programming languages and security infrastructures.
• Excellent analytical ability and problem solving skills.
• Problem solving and critical thinking. Ability to perform advanced troubleshooting and guide customers through the same. Ability to search information and evaluate it independently, or present hypotheses to coworkers for input.
• On screen multitasking. You will be working in several different interfaces at once and must be able to effectively answer customers and communicate with coworkers over the course of the day.
• A fast and reliable internet connection.

Additional Information:

• All positions require a trial period of approximately 2-3 weeks with a minimum commitment of 10 hours per week. You will be paid for this short-term contract, and it will be used to evaluate whether both parties want to pursue an ongoing, regular employment or independent contractor relationship.
• All offers of employment or an independent contractor role are contingent on successful completion of a background check. The results of the background check are considered as they relate to the position and do not automatically disqualify someone from an offer of employment or independent contractor role with the company.

Benefits

• Full time telecommuting and flexible working hours, with a company that has been 100% remote for over 8 years.
• 100% employee premium and 50% of dependent premium paid by company for premier- level medical, dental, and vision insurance.
• 21 days PTO per year to start.
• Approximately 11 paid company holidays including the week from December 25 to January 1.
• 401(k) with a 4% Safe Harbor company match that is 100% vested immediately.
• Latest in laptop and workstation technology.
• Wellness reimbursement program for health and fitness purchases.
• Mobile phone and internet reimbursement up to $100 per month.
• Monthly beverage reimbursement for coffee, tea, water, etc.
• Paid training and study time for work-related training and certifications.
• College tuition and Student Loan reimbursement.

APPLY HERE

Transcription Jobs positions open!

by twochickswithasidehustle | Mar 21, 2022 | Uncategorized

Transcriptionist Position Requirements

Experience Required

• Typing  skills: 60 WPM MINIMUM AVERAGE TYPING SPEED WITH 90%+ ACCURACY

Applicants must pass a typing test with a minimum speed of 60 words per minute with 90% accuracyfor your application to be considered.

Before you Apply – Try a Free Typing Test

• Residency: YOU MUST BE A LEGAL RESIDENT OF THE U.S. OR CANADA. Due to California law AB-5, SpeakWrite cannot accept applications from California residents. We do not contract with off-shore transcriptionists.
  
• Language: You must be fluent in English and possess a strong working knowledge of English grammar, spelling, and punctuation.
  
• Work Experience: You must be proficient in Microsoft Word 2007 or newer, including advanced formatting features. You must possess excellent listening skills and be comfortable working independently.
  
• General Applicants: 1 year or more of transcription and word processing experience in an office environment, performed within the last five year period. (General office, data entry and accounting experience, etc. are not sufficient.)

Specific experience and good working knowledge in the creation of formal correspondence, memos, reports, etc. 

• Legal Applicants: 1 year or more of work in a law firm, including legal transcription and word processing experience, performed within the last five year period.

Specific experience and a good working knowledge of the set-up of legal pleadings, agreements, court headings, interrogatories, deposition summaries, formal correspondence, etc.  As well as good working knowledge of the proper format of legal citations.

• Spanish Applicants: Fluent in English and Spanish, must be able to read, write and translate verbatim.

Equipment Required

SpeakWrite employs cutting-edge technology to deliver quality audio to our transcriptionists. You will need the minimum required equipment to access our system:

• Windows Based PC w/ minimum 1GB RAM – Apple Computers or Tablets are NOT compatible with our system.
• Windows OS 7 or newer
• Microsoft Word 2007 or newer (licensed versions only). Monthly subscription based is not acceptable
• Microsoft Internet Explorer v8.0 or higher
• Adobe Acrobat Reader v8.0 or higher
• Windows Media Player v10, 11 or 12
• Sound card and earphones to listen to the dictation.
•  – (Operates the playback of audio material. You will be notified when to order it)
• You must download MS Word onto your Windows computer to complete work. Uninstalled subscription/web versions are not compatible.

Remote Cash Applications Rep

by twochickswithasidehustle | Mar 21, 2022 | Uncategorized

Job Details

Description

• Posts payments to accounts according to the line of service and service dates to ensure accurate payment status and accurate account activity according to department process.
• Researches and resolves all unallocated payments within the established benchmarks.
• Reconciles deposits to posted payments daily.
• Maintains compliance with all established departmental benchmarks including, but not limited to, accuracy, days to post and unallocated payments.
• Keeps supervisor informed of areas of concern and problems identified. Notifies supervisor of any delays in cash posting.
• Completes all reports according to schedule.
• Performs other tasks as assigned to support the goals of the organization.  

SKILLS|EXPERIENCE:

• High School Diploma
• One year cash posting or healthcare revenue cycle experience required.
• Proficient with computers and Microsoft Office
• Detail oriented, excellent organizational skills and ability to multi-task

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; to handle or feel; to talk and to hear. The employee is occasionally required to walk, sit, reach with hands and arms and stoop, kneel, crouch or crawl. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

Standard office environment.

Qualifications

Skills

RequiredMicrosoft OfficeIntermediateComputer SkillsIntermediate

Behaviors

Required

Team Player: Works well as a member of a group

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Required

Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Self-Starter: Inspired to perform without outside help

Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

APPLY HERE