Job description

About us

FactorFox has spent over 18 years perfecting factoring software.

We are a group of talented individuals providing software in a niche industry.

Job Requirements:

Bilingual a plus

Chat Support

• Work with our users to provide real time support by answering questions, troubleshooting and reporting issues, testing once resolved, and communicating the resolution back to our users.
• Provide courteous and professional customer service.
• Great written communication skills.

Email support

• Customers may use our email system to submit inquiries or issues to the support team.
• Emails are reviewed on a daily basis and are responded to within 24 hours of being received.
• If there is an issue to report, the agent is required to respond to the user as well as report the issue internally.

Admin Tickets

• Customers may use our internal ticketing system to report issues or inquire about the software.
• Admin tickets need to be reviewed on a daily basis and responded to within 24 hours of the ticket being entered.
• If there is an issue to report, agent is required to respond to the user as well as report the issue internally.

Reporting Issues to the Development Team

• Issues can be received in multiple different ways (chat, email, admin ticket).
• The agent is required to enter these issues into an internal ticketing tracking system.
• The agent is required to report urgent issues after being reported on a ticket, directly to the development team for quicker resolution.
• The agent is required to test any issues reported by them (at times test tickets for other agents), and communicate with the development team.

Meetings

• Training new users on basic functionality of the software.
• Support calls: if a the agent is unable to assist a user via chat or email, the agent can request a short call with the user to understand and trouble shoot their issue. Customers may use our email system to submit inquiries or issues to the support team.
• Emails are reviewed on a daily basis and are responded to within 24 hours of being received.
• If there is an issue to report, the agent is required to respond to the user as well as report the issue internally.

Admin Tickets

• Customers may use our internal ticketing system to report issues or inquire about the software.
• Admin tickets need to be reviewed on a daily basis and responded to within 24 hours of the ticket being entered.
• If there is an issue to report, agent is required to respond to the user as well as report the issue internally.

Reporting issues to the development team

• Issues can be received in multiple different ways (chat, email, admin ticket).
• The agent is required to enter these issues into an internal ticketing tracking system.
• The agent is required to report urgent issues after being reported on a ticket, directly to the development team for quicker resolution.
• The agent is required to test any issues reported by them (at times test tickets for other agents), and communicate with the development team.

Meetings

• Training new users on basic functionality of the software.
• Support calls: if the agent is unable to assist a user via chat or email, the agent can request a short call with the user to understand and trouble shoot their issue.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Miami, FL 33186: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Hybrid remote in Miami, FL 33186

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