Provide inbound sales and Level 1 technical support via calls, chats and email for a designated country; translate and create localized help desk content and videos; assist with product selection, installation and troubleshooting; collaborate with sales and support teams.
This is a remote position.
This role has been created to help the company reach its ambitious growth targets for international markets. The incumbent will be responsible for fielding inbound sales and support inquiries for their designated country and website marketplace. They will assist prospective customers with product related questions to ensure they are purchasing the right equipment for their needs. They will also be responsible for Level 1 technical support for customers with basic troubleshooting questions and support needs. This is a remote work position.
Primary objectives will include fielding inbound sales and/or support calls, website chats and emails. The incumbent will be responsible for having full product knowledge across entire range of products and equipment (training provided).
Additional responsibilities will include translating and creating Help Desk content (manuals, installation guides, troubleshooting and set up videos) in the local language for their assigned country and marketplace.
Field Inbound Sales & Support Calls, Website Chats & Emails
○ Assist prospects with product questions
○ Assist prospects with identifying proper product /equipment for their needs
○ Assist customers with printer installation questions
○ Assist customers with printer troubleshooting questions
● Help Desk tasks
○ Translate product manuals
○ Translate FAQ pages
○ Translate troubleshooting pages
○ Translate & record Help Desk videos
● Customer Service tasks
○ When necessary, confirm conflicting shipping addresses for orders
○ When necessary, contact customer with product compatibility issues
○ Encourage customer reviews
● Maintain a collaborative role within the sales & support teams to support all business
development efforts
● Other Duties As Assigned
Requirements
A cross functional individual who can work well with others
● Individual must have their own home office or remote office workspace
○ Stable & reliable internet
● React positively to constructive direction and maintain a spirit of continuous learning
● Must be multi-lingual. Fluent in English plus and local language of designated country and/or marketplace(s)
○ Excellent verbal and written skills in each language
● Customer focused with ability to understand, communicate and meet customer needs
● Superb communication and negotiation attributes
● Excellent computer skills - must type 50+ WPM
● Excellent time management skills and experienced in CRM technologies
● Respectful, supportive, and inclusive; able to laugh and truly enjoys being part of a team.
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