MaidCentral Software is a cloud-based field service solution for the residential cleaning industry. The solution caters to cleaning businesses looking to scale their operations and increase profitability. MaidCentral is an all-in-one solution designed to help small businesses achieve greater success: integrating all the various tools they need to run their business into one Enterprise Resource Planning tool. Scheduling, Dispatch, Payroll, Marketing, Sales, Process Management, Efficiency and Productivity Tools, Quality Management, Reporting, and much more.
We are experiencing rapid growth and want to build a best-in-class team. If you have similar goals and want to solve big problems, be an integral part of a team, and be part of a fast-growing and fast-moving software company in the SAAS vertical, we would love to meet you.
Role: Tier 1 Support Technician (Mobile and Desktop)
The ideal candidate will be comfortable with technology and able to learn complex software. A passion for delivering outstanding customer service and excellent communication skills are a must as you will interact with our partners (clients) daily via our ticketing system, email, live chats, and video calls. This is a remote position, so a quiet place to work and reliable internet are needed.
Responsibilities:
- Monitor and respond to customer inquiries and support tickets via our ticketing system and live chat in a timely and professional manner.
- Provide accurate and effective solutions to customers' issues, inquiries, and concerns regarding our services, policies, and procedures.
- Collaborate with other team members to escalate complex issues to Tier 2 support or relevant departments for resolution.
- Maintain comprehensive and accurate records of customer interactions, feedback, and resolutions in our ticketing system.
- Proactively identify trends in customer inquiries and provide insights to improve processes and enhance the customer experience.
- Assist in creating and updating knowledge base articles and support documentation to empower customers with self-service resources.
- Uphold Maidcentral's service standards and contribute to a positive and collaborative work environment.
- Other duties as assigned.
Availability: This position’s schedule is from 11 AM to 8 PM EST, Monday through Friday.
Skills and Experience:
- You should have a friendly, outgoing personality and be comfortable being on camera and interacting daily with our partners (clients).
- You are patient and able to break complex tasks into clear, simple steps.
- Prior technical troubleshooting is ideal. This includes software, mobile apps, and hardware troubleshooting
- Experience or knowledge of the following tools is beneficial, but not required:
- HubSpot
- Twilio
- SendGrid
- Quickbooks Online
- You are a strong communicator verbally and in writing
- You are detail-oriented
- You work well in a team environment and independently
- Experience in the residential cleaning industry is a bonus!
If you are interested in joining our team, we want to hear from you! In your application, please include a cover letter that includes an example of a time when you provided exemplary customer service. If applicable, also share an example of when you had to troubleshoot an issue. This can be a work or personal example.
MaidCentral CORE VALUES
1. Growth Mindset - We are looking for people who appreciate a challenge. We are focused on incremental improvement of both ourselves and the product. Creating a better future is our ultimate driver.
2. Candid Communication - We don’t sugarcoat anything, and you’ll never wonder where we stand: we’re direct, honest, and candid for the greater good. We’re each other's toughest critics - but we’re also each other’s biggest fans and loudest supporters. Feedback is fast and furious, always focused on creating the best outcome for our partners.
3. Achievement Focused - We don't just like to talk about things. We get things done. We are doers, and we care about results. We think critically and then put that into action to solve problems big and small for our team and for our partners.
4. Customer Driven - We are obsessed with our mission to create a platform that elevates the home cleaning industry. Our mission is to help our partner companies create happier customers, better jobs for their employees, and more success and profits that they can reinvest and grow. We are driven to give our partners the tools, data, and support they need to thrive in every facet of their business.
5. Play The Long Game - We are committed to building a world-class product in support of our partners and our industry. We don't take shortcuts, and we don't let short-term wins distract us from our long-term vision. We are process-driven. We build repeatable and scalable systems that help us deliver consistently delightful results.
Pay: $18.00 - $21.50 per hour
Expected hours: 40.0 per week
Benefits:
Application Question(s):
- Are you legally authorized to work in the US without sponsorship?
- This role requires availability to work 11 AM to 8 PM EST Monday through Friday. Are you able to meet this requirement?
- This position is fully remote. You’ll need a quiet place to work with reliable internet. Can you reliably meet this requirement?
- How many years of customer service or technical support experience do you have?
- This position requires you to be available for Zoom or phone calls. Are you comfortable with a Zoom call or a phone call?
- Have you used a help desk ticketing system (e.g., Zendesk, Freshdesk, ServiceNow) in a previous role?
Work Location: Remote
