Provide remote customer support for industrial solutions, assisting clients and internal teams in Morocco. Ensure client satisfaction through effective resolution of inquiries and technical support.
About the role
- Customer Support Specialist joining OnTheClock, providing high-quality support across phone, ticket, and chat channels. Collaborating with teams to resolve time-tracking and payroll-related issues.
Responsibilities
- Provide timely, high-quality support across phone, ticket, and chat channels, meeting service-level expectations while resolving time-tracking and payroll-related questions and issues.
- Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.
- Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements.
Requirements
- One plus year of customer service experience
- Passion for problem-solving and helping support OnTheClock’s customer experience
- Excellent verbal and written communication skills
- Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
- Comfortable learning technical concepts and documenting steps to reproduce
- Ability to multitask
- Preferred Skills & Qualifications
- Experience with Salesforce or Zendesk (CRM) style ticketing systems
- Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries
- De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics
Benefits
- Competitive pay
- Flextime
- Hybrid work environment
- 100% paid health insurance
- The kitchen is stocked with drinks and snacks
- Free company lunch every Thursday
- Paid time off
- 9 paid holidays
- $100k life insurance
- 401K matching retirement plan
- Short-term disability
- Long-term disability
- Continuing education is encouraged with $1,000 per year
- Blue Cross dental and vision
- Career growth
- 4.9-star Glassdoor review
- 4.8-star product review
Job title
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