Weekend Customer & Technical Support Specialist (part-time contract)

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At Smile, publisher of productivity software for Mac, Windows, Chrome, iPad, iPhone, and web, we know that customers are why we are here, and providing prompt and courteous support is key to our values and our business. We are looking for a teammate who is as passionate about building relationships between customers and companies as we are.

We’re looking for a part-time contract based Customer & Technical Support Specialist for weekend support. You are a problem solver who will assist current and potential customers with everything from general inquiries to educating them on Smile products to resolving technical support issues. All support is via email. (There is no customer contact by telephone.)

Duties:

– Respond in a timely manner to customer service emails about all Smile products, including the following issues:
– pre-purchase
– installation
– usage / how-to
– problem-solving workarounds
– Review and forward refund requests for processing
– Answer and forward bug reports
– Answer requests for donations and review software
– Forward business, marketing, and press inquiries as appropriate
– Develop list of top inquiries (for future product improvements)
– Use & update set of stock answers

Requirements:

– Familiarity with macOS
– Excellent written communication skills
– Self-motivated, and comfortable with little supervision
– Moderate and friendly tone with all customers
– Available at least once every four hours from 8am-10pm US timezones, weekends
– Apple Mac computer running most recent version of macOS
– High-speed, reliable Internet connection

Prefer:

– College education and/or previous customer service experience
– Expertise with macOS
– Familiarity with Windows
– Experience with iPad
– Experience with iPhone
– Experience working remotely

Terms:

– Contract only
– Remote only
– Approximately 4 hours per weekend, somewhat variable
– Actual work hours flexible
– Time off negotiable
– $400 (approx. $25/hour) assuming all duties and high availability
– Potentially ongoing subject to monthly review of work quality

Smile develops productivity software for Mac, Windows, Chrome, iPhone, and iPad. Headquartered in San Francisco, California, Smile is a closely knit, geographically diverse company. We have proudly served our customers for over a decade.

SmileOnMyMac, LLC (dba Smile)
350 Bay St, Suite 100, PMB 278
San Francisco, CA

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