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Junior CX Service Representative

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1Password

13d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    IT & Cybersecurity
  • Canada, +1
    Remote
  • Quick Apply

AI generated summary

  • You possess strong communication skills, a passion for helping others, weekend availability, a positive tone, a readiness to learn, and courage to ask questions. Familiarity with 1Password is a plus.
  • You’ll assist customers via email, phone, and LiveChat; resolve issues; familiarize with tools and support articles; document feedback; and explore growth opportunities within the team.

Requirements

  • Great written and communication skills. You’re someone who’s comfortable translating technical terms for customers who find technology confusing or intimidating. Your style is concise yet compassionate – ideally helping people understand, not just passively read, what you’re saying.
  • Passion to help customers learn, and compassion for the ones who feel lost, confused, or frustrated.
  • Weekend availability. Our customers need help all week long, and we're currently looking for team members who can work Wednesday to Sunday from 4pm-12am EST.
  • Optimism and positive written tone.
  • Readiness to encourage exploration and education instead of taking the reins: Your friends describe you as someone they go to when they need help with their computer, and as you help them, you also teach them something new.
  • Courage to ask for help when you need it: Technology is always changing and you’re not expected to know everything. You’ll be working alongside people who love to help each other grow, and your questions are welcomed.
  • Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.

Responsibilities

  • As a Jr. CX Service Representative, you’ll be a customer’s first point of contact at 1Password over email, phone and LiveChat and you’ll be their bridge to the product team. You’ll be helping to solve all kinds of problems for customers around the world, from sign-in issues to billing questions and beyond.
  • Set up all the tools you need to help customers and work here, including our help desk software Cerb, as well as TextExpander, Slack, and our internal customer support school.
  • Read articles on the 1Password Support website and learn the basics of 1Password, then start replying to some of the easier questions we get, like how to cancel a subscription or install the apps.
  • Get to know our customers, how they use 1Password, and our best practices for communicating with them.
  • Get comfortable sending a few dozen replies to customers each day by the end of your first month.
  • Branch out and challenge yourself with more technical issues or a different category than you’ve been working with so far.
  • Be the voice of our customers internally, documenting issues they encounter.
  • Find your niche within the Customer Support team by the end of your third month. Once you’re fully up to speed, you’ll be sending around 60 replies per day.
  • Share what you’ve learned with other people on the team and explore different areas of the company. We believe each person has something unique to bring to the team and they aren’t expected to stay in customer support forever (e.g. if you love designing icons, there may be a side project for you to try out).
  • Continue helping customers each day and exploring new areas of the Customer Support team for the future of your career here.
  • Keep trying new things: We’re agile so we keep tools fresh and improve as we go.

FAQs

Do we support remote work?

Yes, we offer a fully remote work environment for this position, allowing you to work from your home country.

What are the working hours for this role?

The working hours for the Junior CX Service Representative role are Wednesday to Sunday from 4pm to 12am EST.

Is weekend availability required for this position?

Yes, weekend availability is required as our customers need assistance throughout the week.

What qualifications are we looking for in a candidate?

We are looking for candidates with great written and verbal communication skills, a passion for helping customers, optimism, and the courage to ask for help when needed.

Is there any specific experience required with 1Password?

While personal experience with 1Password or another password manager is optional, it can help you gain confidence in this role.

What type of support will I be providing to customers?

As a Junior CX Service Representative, you will assist customers with various issues such as sign-in problems, billing questions, and general inquiries related to 1Password.

What can I expect during my first month?

In your first month, you'll set up your necessary tools, learn the basics of 1Password, and start responding to easier customer questions while getting familiar with our customer base.

What growth opportunities exist within the company?

We encourage exploring different roles within the Customer Support team and beyond, allowing team members to share their unique skills and interests as they grow with the company.

What benefits does 1Password offer to employees?

We provide comprehensive health coverage, wellness spending accounts, generous paid time off, a training budget, retirement matching program, employee stock options, and more.

How does 1Password promote diversity and inclusion?

1Password is committed to fostering an inclusive, diverse, and equitable workplace, welcoming individuals regardless of gender identity and expression, race, ethnicity, disability, and other factors.

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1Password

Productive businesses use 1Password to secure employees at scale.

Technology
Industry
501-1000
Employees
2005
Founded Year

Mission & Purpose

Trusted by more than 100,000 businesses to protect their data, 1Password gives you complete control over passwords and other sensitive business information. As an integral layer of the Identity and Access Management (IAM) stack, 1Password protects all employee accounts – even those you aren’t aware of. Give employees secure access to any app or service and safely share everything you need to work together – including logins, documents, credit cards, and more – while keeping everything else private. 1Password is easy to deploy and integrates with Azure AD, Okta, OneLogin, and Slack, so you can automatically provision employees using the systems you already trust. It’s simple to manage and fits seamlessly into your team’s workflow, so you can secure your business without compromising productivity.