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Customer Support Representative

| Austin
OJO Labs - Customer Support Representative
Why OJO? 
We are playing in the AI/machine learning space and striving to build conversational technology products that are indistinguishable from magic. We are proud to say that we have the best and brightest minds coming to work every day to build on a shared common vision. We hope to have an opportunity to meet you, learn about your experience and introduce you to the OJO team. 
OJO Customer Support Representative Basics:
As an OJO Labs Customer Support Representative your primary purpose is to support our customer community with a high-level, concierge style service. As a CSR you will be responsible for assisting in new customer onboarding, handling customer inquiries and configuring customer websites, IDX and mobile apps, in addition to, diagnosing and troubleshooting software and user issues for real estate brokers and agents. A great CSR must efficiently and effectively navigate between in-app chat, email and phone communication to provide our consumers with the highest care all with a great sense of urgency. 
What you’ll do: 
  • Quickly address customer concerns and issues
  • Manage and prioritize multiple customer concerns simultaneously 
  • Provide informed responses to incoming customer product knowledge requests
  • Train customers on new software products
  • Create positive and calm environment when faced with misplaced criticism or misunderstandings 
  • Provide appropriate feedback to management regarding recurring customer concerns 
  • Follow up on customer interactions to confirm satisfactory resolution
  • Research, diagnose and troubleshoot system issues and help users overcome user issues
  • Maintain accurate customer database
  • Document and work with software developers to resolve technical issues
  • Create How-to articles and tutorials for online Help Desk
  • Minimize churn and retain customers through excellent customer service, follow-up and follow-through skills.

What we need from you: 
  • Excellent written and verbal communication skills
  • Problem analysis and problem solving
  • Stress tolerant 
  • Ability to work independently while making informed business decision
  • Tech savvy and comfortable learning new systems
  • Proficient in Zoom, Intercom, Atlassian, Slack 
Who is OJO?
We are an Austin-based, early stage technology startup focused on fundamentally improving the way people make their most important decisions through the fusion of machine and human intelligence. With offices in both Austin, TX and Vieux Fort, St. Lucia, we have over 350 employees globally. We are consistently voted a Best Place to Work and were recently awarded Austin Inno’s “50 on Fire” award which recognizes the hottest startups in Austin. Backed by top-tier VCs and industry veterans, we have managed to hire the best technical, product and operational minds to pursue this incredible opportunity. We know we’re onto something big and every new hire we make will have a significant impact on our evolving product, team and culture. 
 What do we have to offer? 
  • You get to work with the best of the best
  • A collaborative, respectful environment where your voice will always be heard
  • Competitive Salaries 
  • Equity 
  • Unlimited/Open PTO Policy 
  • Brand new office on South Congress
  • Dog-Friendly Workplace 
  • Commuter Stipend or Free Parking 
  • Optimum Workspace Subsidy 
  • 70% Coverage of Employee and Dependent Health Premiums
  • Promote from Within Philosophy 
  • Volunteer Program 
  • Many More – We have a whole team dedicated to making OJO an awesome place to work! 
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • TypescriptLanguages
    • ExpressFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases

Location

We recently moved (Aug 2019) into our hip new SoCo office - with an unobstructed view of beautiful downtown Austin. Come check us out!

What are OJO Labs Perks + Benefits

OJO Labs Benefits Overview

What do we have to offer?

* You get to work with the best of the best
* A collaborative, respectful environment where your voice will always be heard
• Competitive Salaries
• Equity
• Unlimited/Open PTO Policy
• Hip SoCo Austin Office
• Dog-Friendly Workplace
• Commuter Stipend or Free Parking
• Optimum Workspace Subsidy
• 70% Coverage of Employee and Dependent Health Premiums
• Promote from Within Philosophy
• Volunteer Program (OJO Cares)
• Many More – We have a whole team dedicated to making OJO an awesome place to work!

Culture
Volunteer in local community
Monthly volunteer program called OJO Cares. Each month we go out into the community as a group and give our time to a variety of causes. Our people drive which causes we choose and how we participate!
Partners with Nonprofits
We've worked with some really amazing charities! A few examples are: Mobile Loaves & Fishes Community First Village, Austin Animal Center, We are Blood, Safe Austin, Capital Area Foodbank, and more!
Friends outside of work
Eat lunch together
Intracompany committees
We have a Culture Committee compromised of folks across all departments and job levels. This group helps shape the activities we do together as a team!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
We've recently partnered with the soon to be completed Equinox gym (located in our building) to have OJO specific rates and special classes just for us!
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We believe life is what happens outside of the office, and we support our team's individual needs to manage their schedules.
Return-to-work program post parental leave
Company sponsored family events
OJO holds semi-annual organized family events (such as Family Field Day in the summer) as well as various other options such as family-friendly volunteer opportunities through OJO Cares.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Eligible employees get 42 days of paid sabbatical after their first 6 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Special rates at Equinox gym, a company offered subsidy and OJO only classes.
Professional Development Benefits
Job Training & Conferences
OJO has lots of growth and learning opportunities!
Lunch and learns
Our Data Science and Engineering teams hold regular lunch and learns ranging from beginner to advanced topics.
Promote from within
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