At the forefront of used iPhone sales, Orchard is looking for a passionate and skilled customer service representative to help our users work through any questions or concerns they might have before, after, or during their experience with us. In this role, you will be responsible for being the voice of Orchard - we will rely on you to make sure that all of our buyers and sellers are supported. This means you should be motivated, friendly, knowledgeable, and able to communicate complex ideas in a way that anyone could understand. You can identify what is a bug and what is user error, and you can guide someone to a solution in either case.
As a member of the support team, you will: - Interact with customers via our support site (powered by desk.com), email, and phone - Review, revise, and add to our documentation and knowledge base - Develop an in-depth knowledge of our product, which you will use to recognize and solve problems for our users - Uphold a superior level of customer satisfaction and build trust and loyalty within our customer base - Troubleshoot issues with both iPhone hardware and software - Recognize trends in issues and complaints and suggest product and policy changes to address these - Support our customers in both English and French. A command of both written and spoken French is a requirement for this position.
The candidate of our dreams should: - Be confident in solving more than just issues with orders - experience fixing iPhones or other devices would make you an asset - Exhibit an "all hands on deck" and "roll up your sleeves" work ethic - Be able to work quickly and feel comfortable in a fast-paced environment. We move quickly and need you to be able to do the same. - Love our customers. We don''t exactly expect you to love them right now, but our customers motivate almost all our decisions. Making their lives easier is basically what we''re here for.