Support Agent

Support Agent

The Support Agent at August will be integral to August's customer experience. We're proud that our customers frequently praise our level of expertise and responsiveness. You'll be pivotal in maintaining that standard as we scale.

You'll be on hand to respond to system questions and customer requests submitted through August's in-app chat function, Support email inbox, and phone tool.

You'll respond to voicemails via callbacks through our Support phone line and walk customers through to a resolution in the live call.

Communication is key so you'll have the opportunity to provide regular updates to customers as issues are progressed and resolved.

You'll collaborate with the Product and Engineering teams to troubleshoot and escalate issues.

You'll partner with our CX leaders to maintain and continuously improve August's Support response time.

At August, we want to teach our customers to fish so you'll join our existing CX team members in creating video tutorials, written articles, and other support materials.

You'll partner with the other members of the Customer Experience team to assist with miscellaneous CX tasks.

The August team loves sharing knowledge with our customers, so you may be asked to facilitate some online training classes.

You will formalize knowledge through creating internal trouble-shooting process and support documentation.

The ideal candidate:

You have a minimum of 1 year of customer service experience in a customer-facing function, ideally in a Customer Support role.

You have a flexible schedule and are available to work full-time hours across either Sunday-Wednesday or Wednesday-Saturday, with shifts scheduled between the hours of 8am-9pm PST. During onboarding, you may be asked to be available within this timeframe from M-F.

You're comfortable with chat, phone conversations, and video calls.

You have strong English language skills, both verbal and written.

You have previous software experience and are quick to learn new tech.

You're a multitasking pro who can juggle multiple tasks simultaneously while staying organized.

You're a natural problem solver with a knack for finding creative solutions.

You possess exceptional communication skills - both written and verbal.

You're empathetic and have a genuine desire to help others succeed.

You're a team player who thrives in a collaborative environment.

You have a positive attitude and a can-do spirit!

Bonus points if you have experience working with startups or within Senior Living.