Gaggle Support Representative (Remote, United States)

Gaggle Support Representative

This is a remote position.

Do you want to be part of a team that saves lives? Gaggle works with K-12 schools to prevent bullying, school violence, self-harm and suicide. We are on a mission and we need your help. The work is unequivocally worthwhile - we’ve saved over 1,400 student lives last school year.

Reporting to the Gaggle Support Team Supervisor, the entry level Gaggle Support Representative has the primary responsibility of providing excellent customer service by way of many different channels including email, phone and live chat. You should have a passion for assisting customers and the ability to troubleshoot issues to help resolve customer inquiries. 

Responsibilities:

• Work to resolve technical problems reported by customers via phone (inbound and outbound), email and live chat
• Provide exceptional customer service in a responsive, resourceful, and friendly manner
• Answer questions related to Gaggle products by working extensively within the G Suite and Office365 applications
• Analyze and review customer system setup to ensure accuracy
• Educate customers on their particular Gaggle services and resources
• Work with assigned customers to implement services and to provide ongoing support  

Requirements:

• Minimum of 1 year customer service and other relevant experience
• Must have proven experience demonstrating a customer-first attitude and be service-oriented, friendly, and possess a positive attitude
• Strong problem solving skills and the desire to dig deep to analyze customer issues, solve problems, and document the details in our records
• We believe in providing exceptional customer service which will require excellent communication skills, both written and verbal
• Ability to work a full time position with flexibility to cover all hours of customer needs

Preferred Requisites:

• College Degree or equivalent experience
• Experience using G Suite and/or Office365 by way of the administration tools
• Knowledge of CRM and help desk solutions such as Salesforce Service Cloud.
• Previous software experience

Additional Information:

• Reports to the Gaggle Support Team Supervisor
• This is a work-from-home position; a reliable high-speed connection and a private, dedicated work area with the ability to work for hours at a time with little to no disruption is required.
• It is important to note that in this position, you will be required to view content of a sensitive nature including exposure to graphic content that may contain nudity from time to time. Your workspace should allow for privacy so no other parties are exposed to this content.
• This role requires sedentary and/or light-duty office work as well as high visual acuity; candidates must be able to work for up to 8 hours a day while looking at a computer screen, reading material on a computer screen and sitting for long periods of time.
• The ability to reach expectations and manage work-life balance with minimal supervision.

Salary Range and Benefits

Please apply to this posting in order to learn more about the starting salary range and benefit options. Some benefits highlights:

• We’re a remote-first company; our team works together across all 50 US states
• PPO and HDHP health insurance plans through BCBS of Illinois; coverage includes treatment for fertility (including IVF) as well as offering virtual visits and mental health resources
• Dental insurance (including orthodontia) through Guardian
• Vision insurance through BCBS/EyeMed
• HSA, FSA, LPFSA, and DCFSA available, with a $500 annual company contribution
• 401(k) plan with immediate vesting and a 4% company contribution with each paycheck
• Employee Assistance Program through Paychex and Guardian (includes financial and legal assistance)
• Flexible PTO
• Generous, 100% to 70% paid leave plans, up to 90 days
• Pet Insurance Discount Program

Our Team Commitment

Gaggle is proud to be recognized as a 2023 Top Workplace and also a proud recipient of the 2024 Top Workplaces USA Today award. We are committed to equal opportunity without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.