Virtual Assistant: Customer Support & Administrative
Company Overview: RYSE (helloryse.com (https://helloryse.com)) is a smart home startup based in North America, designing innovative devices that automate window coverings controllable via smartphone app, voice, or integration with Google Home, Amazon Alexa, and Apple HomeKit. Our products have been featured in TechCrunch, CNET, PCMag, Fox News, CBS, and have received the Mark of Excellence Award for Motorized Product of the Year at CES. Job Summary: We are looking for a highly motivated and customer-focused Customer Support & Research/Admin Specialist to join our team. The ideal candidate will be responsible for delivering top-tier customer service, conducting research, and providing administrative support to enhance company operations. This role requires excellent communication skills, problem-solving abilities, and the ability to work independently in a remote environment. FLUENT ENGLISH IS MANDATORY Key Responsibilities:
- Customer Assistance: Respond to customer inquiries via email, chat, and phone, providing prompt and effective support.
- Technical Support: Troubleshoot product issues, guide customers through setup and troubleshooting, and escalate complex cases when necessary.
- Order & Account Management: Assist customers with orders, returns, refunds, and account-related inquiries.
- Knowledge Base Maintenance: Create and update FAQs, help articles, and troubleshooting guides to improve self-service options.
- CRM Management: Log and track customer interactions using CRM software, ensuring accurate records of all communications.
- Customer Feedback: Gather and analyze customer feedback to identify trends and suggest improvements to enhance the overall user experience.
- Warranty & Repair Coordination: Process warranty claims, facilitate product replacements, and coordinate repair requests.
- Social Media & Community Support: Monitor and respond to customer inquiries on social media platforms, forums, and review sites.
- Research & Analysis: Conduct research on industry trends, competitor analysis, and product comparisons. Compile findings into reports for internal use.
- Administrative Support: Assist with scheduling, data entry, documentation, and other administrative tasks as needed.
- Cross-Department Collaboration: Work with the operations, marketing, and product teams to ensure customer issues are addressed effectively and improvements are made based on feedback.
Skills and Qualifications:
- Proven experience in customer support, help desk, research, or a similar role.
- Strong verbal and written communication skills in English
- Excellent problem-solving abilities and patience when handling customer concerns.
- Proficiency in using help desk software
- Strong research and analytical skills with the ability to present findings clearly.
- Basic technical troubleshooting skills for smart home devices or consumer electronics.
- Ability to manage multiple tasks, prioritize, and work independently in a remote environment.
- Strong organizational skills and attention to detail.
- Knowledgeable about US/Canada consumer behaviors, traditions, and expectations.
Preferred Qualifications:
- Experience with e-commerce platforms (e.g., Shopify, Amazon).
- Familiarity with smart home technology and IoT devices is a plus
- Basic knowledge of social media customer support.
- Experience with research and report writing.
Join RYSE and help us redefine the smart home experience by delivering exceptional customer support and research insights! Apply Job!