Tech Support
Housecall Pro
San Diego, CA
At Housecall Pro, we are focused on helping home services professionals elevate their businesses and lives. Community coupled with the use of a modern and mobile software platform that handles the scheduling and management aspects frees our Pros to focus on their craft. Housecall Pros thrive and so do their businesses, which grow by 30% on average year over year.
The home services industry remains vast ($700b+) but largely untouched by technology and unencumbered by a dominant competitor. The 3M+ businesses in home services space are facing dramatic change as the world shifts from offline to online. Along this journey, we are quickly becoming the backbone operating system for service labor across the US and Canada. We have rocketed from MVP to the #1 ranked SaaS software platform very quickly...which has made us the fastest growing startup in San Diego.
The role
As part of the Chat Support Team, you are a great communicator who is comfortable solving complex problems quickly and eloquently. You’re comfortable troubleshooting with limited information, typing quickly, and providing world-class service through a text-based medium. You believe that great isn't good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your interactions with our Pros.
Our Chat Support team is extraordinary. Our average response time is less than a minute. Our customer satisfaction exceeds 95%. Our team is patient, empathetic, hard working, and above all else focused on improving the lives of our service professionals. Our success is their success.
Responsibilities
- Be the first point of contact with our customers - the Pros.
- Prompt attention to detail and resolve Pro issues with limited information.
- Eloquently troubleshoot issues and provide assistance to a broad base of customers.
- Recommend improvements to Pros’ current workflows and provide relevant knowledge of how the software works.
- Provide Pros with best practices on how to more efficiently run their business.
- Suggest creative solutions or workarounds when possible to resolve a Pro’s need.
- Quickly identify and escalate technically complex tickets to our Engineering team.
- Own the resolution process for all customer related issues.
- Successfully close 40-50 chats each day.
Minimum Qualifications
- Bachelor's degree is strongly preferred.
- Tech support experience strongly preferred.
- In-depth understanding of iOS and Android devices.
- Excellent reading comprehension.
- Experience in full-time customer support, account management, or sales.
- Experience in developing relationships with new customers.
- Professional attitude and demeanor when interacting with others.
- Must be located in San Diego or willing to relocate.
*Bilingual in English and Spanish is a plus*
*This position is NOT remote. Must work in office in San Diego, CA*
Housecall Pro is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Housecall Pro is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.