Who We Are
EZ Texting is a recognized leader in text message marketing for small and medium-sized businesses and organizations, setting the standard for professional texting. Our messaging solutions allow everyone to easily and effectively reach their mobile audiences.
We believe in empowering our customers, from nonprofits to retailers, to activate their audience engagement superpowers, one text at a time – and we're looking for people like you to join our team!
Our employees are our greatest strength and we are committed to hiring exceptional, values-aligned talent. We have consistently been rated a Top 100 workplace and are committed to being a best-in-class remote work employer — with benefits to match!
We are currently only open to hiring in CA, NY, TX, OR, WA, GA, PA, FL, NV & TN, but we welcome top applicants nationwide as we expand our operating boundaries.
Role Overview:
We are looking for a Tier 1 Customer Support Representative who will be a resource to our customers and an advocate for their needs internally. This role requires some coordination with other departments, a mindset of persistence to own your cases through to resolution, and the ability to stay up to speed on escalation processes for those you're not able to fully own. You will be fielding calls, chats, and emails from our customers to provide technical assistance, as well as providing non-technical guidance on plan recommendations and best practices.
You will be expected to maintain a level of customer service proficiency that meets EZ Texting SLAs and quality standards. You will triage, manage, and report your findings on support tickets/resolutions. You will document, escalate, and monitor these escalated issues to ensure effective communication and timely resolution. Collaboration with management to champion efficient workflows and processes is also essential.
This is an entry-level support role. We offer new hire training and ongoing development opportunities, but you will be expected to foster a strong curiosity and take ownership of your own self-development in order to maintain a thorough understanding of EZ Texting's products and systems.
Requirements:
- 2+ Years of prior customer support experience is strongly preferred, especially phone support
- Previous experience working with CRMs (Particularly Salesforce Service Cloud)
- Ability to work within business hours, M - F 8 - 5 PST
- Ability to work in a fast-paced team environment all whilst being remote
- Ability to multi-task and quickly adapt to changing priorities and policies
- Efficient in time management
- Strong verbal, written communication and people skills
- Bachelor's degree, or relevant years of experience
- Strong technical proficiency
- Ability to learn new concepts and technologies quickly
What We Offer
Compensation:
The starting cash compensation range for this role is $50,000 - 65,000 inclusive of Base Salary + Variable Target, vs base salary only. This position is also eligible for equity & benefits. More information will be shared regarding your specific location during the hiring process.
Our compensation market ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum cash compensation target for new hire compensation for this position based in the US. Exact individual pay is determined by actual location, skills, capabilities and experience in addition to our benchmarking factors.
Benefits & Perks:
EZ Texting offers Best-in-Class healthcare cost sharing for Medical, Dental & Vision! Learn more about our robust benefit inclusions below:
Equal Opportunity Employer
EZ Texting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard toAge, race, color, national origin, citizenship, marital status, sex, gender, gender identity, gender expression, sexual orientation, medical condition, disability, veteran or military status, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
