Remote Customer Support Expert wanted at a non-profit in the US.

RESPONSIBILITIES
Communicating with customers

Respond to email and live chat queries from customers about issues they are experiencing in using MFI’s mobile apps or web app
Hand off and pick up customer issues within and across our Customer Support Expert geographical teams
Track and update the status of customer issues through our CRM software
Communicate feedback and product support challenges experienced by customers to the appropriate teams within MFI

Technical supportResearch, troubleshoot and help solve complex software issues
Escalate technical issues to the development and product teams
Maintain comprehensive knowledge of MFI’s app and supporting technologies to diagnose software issues, and collaborate with our product and engineering teams to solve product issues

Training and educational live coaching sessions and presentations to onboard and train other team members
Gather information from other teams in MFI about developments in our product or changes in our ways of working, and share this information within the Customer Support team broadly
Continuously refine internal and external communication templates, knowledge bases, and other support materials.

SKILLS AND REQUIREMENTS
Must be flexible around working weekends – this role is part of a team of three people who collectively will need to provide weekend coverage for the relevant timezone
Must have practised Transcendental Meditation for at least five years, or be a Sidha or a teacher of Transcendental Meditation
Excellent communication and interpersonal skills
Technically skilled and experienced in using various modern SaaS tools for customer support, customer relationship management & email
Advanced knowledge of G Suite applications
Ability to learn new software platforms quickly
Strong focus on delivering an exceptional client experience
Experience working in a global non-profit, working with a remote team or in a multinational organization preferred
Fluency in English (written and verbal)

If you are passionate about this work but do not have all of the skills listed we are still interested in speaking with you and encourage you to apply!