Customer Support Agent - Remote (Work with Dogs & Pet Tech!)

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Job title Customer Support Agent Remote (Work with Dogs & Pet Tech!)Working location Fully remote work from home anywhere in NC VA CA or NV.Shift Full-time 40 hours a week Sunday-Thursday 11 00 am-8 00 pm ESTHours of Operation 7 days a week from 9 00 am-8 00 pm ESTStart Date Mid to Late October 2025Communication channels Incoming customer phone calls video calls chats and emails.Compensation $17-21 per hour based on experience and educationCompany website About our client Its more than a job.Its a chance to help dogs live safer happier lives through technology.Halo Collar develops smart pet-safety technology especially a GPS-based collar for dogs that combines wearable tracking virtual fencing (wireless invisible fence) training feedback and activity monitoring to provide safety communication and freedom to dogs and their owners.Although you would be hired to work with Halo Collar directly CustomerHD is handling the recruitment process.About the job Do you love solving problems helping people and talking about dogs all day If you love combining problem-solving with helping pet parents this role is for you.Deliver friendly tech-savvy help to keep pets safe and connected.A Tier 1 Live Customer Support Agent plays a key role in the Halo Collar customer service team.They serve as the face and voice of our company and as the first line of support for customers.They help ensure consistency efficiency and quality in order to build a positive experience for our customers.We are looking for candidates who are dog or pet lovers.What you will do Specific Department Functions Being part of a strong network that supports our customers and their needs every day.Resolving complex technical customer issues.Serving as the face of our company to our customers providing a welcoming positive and empathetic atmosphere that sends a clear statement that we care and are always here to help.De-escalation of upset customers while finding resolutions to their issues.Providing an excellent service and creating opportunities for good customer surveys and reviews.Primary Responsibilities Answering incoming voice & video calls chats and emails.Taking detailed notes and documentation of customer interactions.Troubleshooting customer technical issues with the Halo Collar Halo App smartphones and Bluetooth LTE & Wi-Fi connectivity.Assisting with identifying and tracking trends.Coaching and Development Weekly detailed quality assurance breakdowns designed to build your best path forward in the company.Bi-weekly 1 1 meetings so that you always have a voice and a direct line of support for the development of your career.Priority promotion from within with lots of opportunity for growth.Operational Support Open communication with leadership to ensure trends and customer issues are making it to the top.Adapting and being able to switch between different support channels to ensure customers are getting the most support where they need it.Job Requirements Pet lover (seriously it helps!)Work Availability Sunday-Thursday 11 00am-8 00pm ESTWork From Home Requirements Download Speed of 25Mbps or Higher Upload Speed of 5Mbps or HigherDistraction-Free Work EnvironmentIsolated space for work.No other people (spouses children etc.) in work environment.No excess noise in the background.Experience 3 Years of Customer Service ExperiencePreference for Retail / Front of House ExperienceTechnical Skill Familiarity with Windows desktops and navigating them.Familiarity with Google or Microsoft Office suites.Ability to use & navigate Google Chrome and Zoom desktop apps.Excellent typing and multitasking skills with the ability to operate and work on two screens at once.Customer Service Soft Skills Able to appear friendly approachable and conversational.Able to escalate difficult situations.Able to offer empathy and reassurance when necessary.Education High School Diploma or Equivalent.Benefits & Perks Fun supportive remote culture that loves dogs as much as you doWork equipment will be provided to you.Paid holidaysMedical Dental Vision401kSick timePaid vacationRequired Experience Unclear SeniorityKey SkillsDesign Engineering,Baan,Customer Service,Fund Management,ABAP,ElevatorEmployment Type HourlyExperience yearsVacancy 1Hourly Salary Salary 17 - 21. Salary USD 17 - 21 per hour

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...