Tier 1 Product Support Representative

Job description

Pinogy Corporation is a leading provider of Retail Management Software and Services in the pet industry. We are looking for an excellent candidate to bolster our Tier 1 Product Support team. Our product support team handles inquiries, how-to questions, and troubleshooting issues for our software and its supporting services, websites, microchip registration, payment services, and client hardware.

About us
Pinogy is an innovator. Since our inception, we have been driven by the belief that technology is the great equalizer for small and medium businesses in a highly competitive retail landscape. That's why we're committed to designing cutting-edge software that is easy to learn, implement, and operate, providing our clients with strategic advantages to help them achieve their dreams. Our tenacious attitude towards constant improvement and new solutions ensures our clients are never a part of the pack, they are leading it.

The People at Pinogy
Each of us relies on one another to be polite and responsive to our customers and the various other people we come into contact with as we do our jobs. The company strives to make sure the people it hires as employees are people who are not only capable of following instructions, but who are also people that are interested and capable of understanding the larger picture, of caring about how they are part of a team serving our customers.

Position Summary

Training will be (9 a.m.-6 p.m. Eastern Mon-Fri with a 1 hour unpaid lunch)
After Training
3 Weekdays 11 a.m.-8 p.m. Eastern with a 1 hour unpaid lunch – we are flexible for which 3 weekdays
Saturday and Sunday 10:30 a.m.-6:30 p.m. Eastern
Fully remote
Full Time Hourly
Answering calls, tickets, and emails from clients and customers, assisting with their needs, troubleshooting software and hardware

Responsibilities

• Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns

• Collecting all required customer information and assisting with troubleshooting the product and product related hardware,

• Provide first-level customer support via email and phone, addressing client inquiries and troubleshooting issues in a timely and professional manner

• Return calls and emails, and record customer interaction in the our CRM system

• Other duties as required. Each rep has additional duties to perform when not handling tickets or on the phone with our clients.

Minimum Requirements

• A stable internet connection (100/20 Mbps or better), an efficient PC/Mac desktop or laptop with a minimum 8 GB of RAM, and 2 1920x1080 or better monitors, Working headset with Microphone.

• Computer must be able to support VOIP software and our timekeeping software that will also monitor activity levels and take random screenshots of all screens

• Ability to communicate proficiently with clients both verbally and in writing

• Punctuality

• Typing speed of 40 WPM

• Quiet, distraction free workspace

• Based in the US

Preferred

• 1-2 years in a customer service role either in a Call Center or in-person including answering the phone

• Familiarity with Microsoft Office suite

• Familiarity with Google suite of tools (Meet, Gmail, calendar, drive, etc.)

• Prior Pet Retail experience

• Familiarity with Printers and printer driver support, barcode scanners, and standard office computer hardware

• Technical proficiency with smartphones, tablets and computers using Windows 10, 11, Mac OS, iOS, or Android

• Familiarity with Helpdesk, CRM, and Documentation

• Familiarity with basic networking equipment, configuration, and troubleshooting

• Familiarity with common credit card pinpads and payment processors

Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Health savings account

• Paid holidays

• Paid time off/Flex time

Not open to outside recruiting firms

To comply with local regulations, we are currently not accepting applications from candidates residing in: California (CA), Colorado (CO), New York (NY), Washington (WA), Washington DC (DC)