Customer Care Representative

When I Work is an employee scheduling and communication app using the web, mobile apps, text messaging, social media, and email. The program provides a powerful tool for employers to communicate with employees and ensure schedules are properly communicated.

If technology enthuses you and you thrive on finding ways to make a complex situation simple, you may have found the right place here at When I Work. You’ll be communicating with business owners, managers, and employees alike via email and chat. With a fun, personable, and empathetic voice, you’ll be troubleshooting and writing clear and concise instructions to solve questions about our Scheduling and Time & Attendance software. We’re growing quickly, so you’ll be in a fast-paced environment amongst a dynamic team that is passionate about delivering an excellent customer experience.

• Become a product expert.
• Assess nature of product or service issues to resolve basic to complex customer inquiries responding via email and live chat.
• Troubleshoot and report new or possible bugs via detailed summarization of issues.
• Report customer feedback to Product and Development teams.
• Participate in training employees across departments.

• 1 to 2 years of customer support experience.
• Exceptional writing abilities to provide clear and empathetic customer support through email and live chat.
• Must demonstrate strong communication and interpersonal skills.
• Demonstrated ability to take initiative and use independent judgement.
• Requires basic software knowledge, strong Web and Mobile App navigational experience, and the ability to pick up new technology quickly.
• Must be able to efficiently manage multiple projects and tasks at the same time.
• Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

Competencies Valued

• Email and/or live chat experience dealing with complex issues, troubleshooting and problem resolution, preferably with software.
• Displays passion for and responsibility to the customer.
• Displays leadership through innovation in everything you do.
• Displays a passion for what you do and a drive to improve.
• A strong drive to complete tasks.
• Displays personal and corporate integrity.