CA and WA-only: California Customer Technology and Operations Support

Based in Seattle, 6crickets is a highly promising Education technology startup. Our mission and passion is to bring the best expanded learing and enrichment to every student in every school. We are looking for full time customer service, technology support and account management professionals who share our mission and core values (6crickets.com/about) to join our Team. If you are passionate for our cause, driven to have fast-path career growth, a quick learner, a relationship builder, technology-savvy, exceptional in people skills and verbal and written communication skills, creative, effective and thorough in problem solving,then we want you on the team! This position will be on the front lines working and partnering with our customers every day and carrying the 6crickets brand and reputation. You will be partnering with our product engineering team to provide customer and product feedback and improve user experience. You will also be conducting research on potential clients and assisting our sales team with client outreach.

RESPONSIBILITIES:

• Have the big picture with in-depth understanding of business goals and 6crickets product offerings and eagerness to keep up with new developmetn and offerings in a fast-growing startup environment.
• Provide friendly, effective, and efficient technical support service to the 6crickets community.
• Be a first point of contact to handle and resolve customer complaints.
• Respond professionally to inbound communications, including urgent situations.
• Identify and escalate issues appropriately.
• Compose thoughtful and accurate messages or customize prepared responses to customer emails.
• Arbitrate in situations between users.
• Monitor and control numerous concurrent tasks in tandem.
• Research and cold-call leads to secure sales meetings.
• Proactively and independently work to meet targets and goals.
• Uphold 6crickets' Core Values (6crickets.com/about).

REQUIREMENTS:

• 1+ years of customer servicing experience in hospitality, call center/contact center, IT Support, etc.
• Must be available for a regular schedule of 5 days work week (40 hours) from 8am to 5pm Pacific Time Zone.
• Patience, empathy, and a unique ability to manage stress.
• Strong communication and interpersonal skills.
• Ability to work under pressure and adapt quickly to adverse situations.
• Technical aptitude and the ability to pick up new technology quickly.
• Flexibility to perform various operations tasks as situation demands.
• Strong ability to research information on the web to troubleshoot problems and to perform client research and outreach.
• Effective in cold calling potential clients to secure sales meetings.
• Must be able to type at least 50 words per minute.
• Must have a good remote working setup with high speed Internet.
• Effective in building rapport and relationship with everyone from our own team to our customers.
• Startup (all-hands-on-deck) "I bust my ass because I love it" approach.
• Passion for children, education, serving educators, and serving parents

BONUS SKILLS

• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems.
• Previous, demonstrable experience with creation of online help resources.
• Early adopter of technology
• Social media expertise

APPLICATION MATERIALS:
Please email a cover letter and your resume to [email protected].