Customer Support Advisor - Remote Based in US - Florida

About The Role

Job Title: Customer Support Advisor

Location: Remote based in US - Florida

Terms: Full-Time 40h weekly / 5 Days per week

Salary: 19 dollars per hour

Schedule: Monday to Sunday - 8h shifts between 7am to 7pm

About The Role

This is an exciting opportunity for an experienced Customer Support Advisor. This is a Work from Home position based in Florida, United States.

Successful candidates will be supporting our partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more. OURA is listed as one of CNBC’s “Top 50 Disruptors – The Next Generation of Silicon Valley” and is described as “the one Ring to rule Wearables”.

WORKING WITH AND SUPPORTING PURPOSE DRIVEN COMPANIES

Otonomee’s Mission is to “Elevate Experiences”, OURA’s Mission is to “make Health a daily practice”. This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.

Otonomee is a scaling, fast growing international business, it entrepreneurial roots in Ireland and this is an opportunity to join at a very exciting time in the company’s evolution.

Customer Support:

WHAT YOU'LL BE DOING

• Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision.
• Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues
  
  

Customer Interaction:

• Deliver premium customer service through chat, email and phone channels.
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
  
  

Proactive Problem-Solving:

• Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
• Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.
  
  

Product Knowledge:

• Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers.
• Contribute to the creation and updating of knowledge base articles for internal and customer reference.
  
  

Empathy and Communication:

• Demonstrate empathy and active listening skills during customer interactions.
• Communicate complex concepts in a clear and understandable manner.
  
  

Quality Assurance:

• Adhere to established quality standards in all customer interactions.
• Participate in regular training sessions to stay abreast of industry developments and enhance skill sets
  
  

Your profile

Minimum Qualifications:

• Minimum of 3years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels.
• Experience in a working remotely for a contact center an advantage.
• Must have High School diploma or GED equivalent.
• Have a growth, curious mindset, and ability to adapt to changing policies and guidelines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
• Excellent English written and verbal communication skills to C2 level
• Experience in supporting US and or/UK customers and advantage
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
• Demonstrate ability to handle challenging customer interactions with professionalism.
  
  

HOME OFFICE REQUIREMENTS:

• Internet speed internet of 20 mbps or higher required
• Hardwired internet (ethernet) connection router needed
• A private room for you to work in.
  
  

Why us?

WHAT YOU GET IN RETURN:

• Fully Remote work based in Florida, United States.
• Work with an Irish Company that is scaling
• 12 days PTO and 3 days sick pay
• 401k and Health Insurance contribution
• An Oura Ring so that you can provide great customer support.
• Full time position.
• Referral Program
• Equipment provided
• A Otonomee Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
  
  

OUR RECRUITMENT PROCESS (3 stages)

• 30 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team
  
  

About Us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow