Customer Support Agent, USA Remote at Grindr/Blendr in Los Angeles, CA

Customer Support Agent - USA Remote

Customer Support Agent Position Summary:

The Customer Support position is a remote working situation for candidates living in the USA.  Candidates must own their own computer and high speed internet access with the ability to work an eight hour day from home.

 The Customer Support (Independent full-time remote) will work with application users who are having difficulty with aspects of the mobile application. The candidate must have strong interpersonal skills; possessing patience and excellent written communication.

Our Story:

Based in Los Angeles, California, Grindr is a two year old start-up dedicated to finding new ways for people to connect with 3+ million users and growing daily. Our mobile phone application uses creative technology to help users make new friends and reconnect with old ones.  Grindr and Blendr are location-based; proximity-based mobile apps that determine your location and instantly connects you with nearby friends. This location-based service works is available for iPhone, iPod touch, iPad, Android, and BlackBerry devices. It’s fast, fun, and easy to use—offering profiles, photos, and stats at a touch. And unlike other social networks, Grindr and Blendr are mobile and work based on your location. Currently, Grindr services the gay community and Blendr services the general public with a mainstream version, that is interest based.  See more at www.grindr.com or www.blendr.com.  We make social networking social!

 Duties/Responsibilities:

• Answer users help ticket emails to solve user problems and issues in a timely fashion.
• Self-manage an email flow of 100 to 200 customer help tickets (emails) a daily - effectively and politely.

 Experience/Skills Required:

• Proven ability to work independently without supervision and meet required goals.
• Ability to meet the daily responses from Grindr user inquires and support needs.
• Ability to be trained remotely by Grindr staff during several training sessions.
• Ability to support the application users on iPhone, iPad, Android and BlackBerry.
• Experience with CRM or customer support applications, Zendesk a huge plus.
• Ability to work an 8 hour day, no specific time zone is required as Grindr has a global user base.
• Prior customer service experience is ideal but we will consider Grindr users without prior customer service experience.

  Notes & FAQ:

• All user support is conducted via email – no phone calls.
• Volume of daily service emails is 100-200.
• Most of the CS replies will be standard form letter type responses. However, we need staff that when a unique or new issue comes up, they are able to trouble shoot with the user, and/or on their own device. Gather as many details as possible for the Development Team. 
• Training takes approximately a week and you will be given access to Grindr scripts as well as instructions on our additional customer support materials.
• Grindr does not reimburse for your job related experiences (computer, internet fees, etc.).
• This is a freelance/independent contractor position, hence no personnel taxes will be extracted from your pay, you will be responsible for your tax burden.  There any benefits or paid time off associated with this position.  

 Rules of engagement for freelance and contract staff:

• Grindr expects that freelancers and contractors work with the highest ethical values while working on Grindr assignments. 
• Grindr expects you do not conduct personal business during Grindr’s billable time.
• Grindr expects you to work on a secure network at all times to ensure user's privacy and Grindr's network security.

 Our expectations as what not to do during billable hours include by not limited to:

• No using unsecured networks or WIFI
• No reading news feeds of any kind unless they are related to your assignment duties
• No logging into social networks or other personal related websites or applications
• No IM (instant messaging) or other forms of online communication should be used unless specifically requested by Grindr
• No personal affairs, chores or errands should be conducted

 Please note:  Grindr does not offer sponsorship for this position