ROLE SUMMARY

ABOUT THE COMPANY

PuroAir is a leading provider of air purification solutions, committed to helping people breathe cleaner air in their homes and workplaces. As a top-rated brand in its category, PuroAir offers high-quality air purifiers and filter subscriptions through Amazon, Walmart, and direct sales on its website. The company is dedicated to innovation, customer satisfaction, and continuous improvement, ensuring that every customer receives an outstanding experience from purchase to long-term product use.

ABOUT THE ROLE

The Technical Customer Support Specialist is a key part of PuroAir’s success, ensuring customers receive the best possible experience with the company’s products and services. This role is centered around engaging with customers across multiple platforms, helping them navigate their purchases, and resolving any concerns they may have.

They will also have the opportunity to support PuroAir’s mobile app, playing a role in shaping how users experience our digital tools. Additionally, with different retail partnerships, this position will help manage and respond to inquiries related to that sales channel.

Beyond day-to-day interactions, this position provides a unique opportunity to grow professionally in the customer experience field while working for a growing company that leads its category.

This position is perfect for someone who:

✅ Enjoys solving customer issues and ensuring they have a great experience.

✅ Has experience handling customer support via email, phone, live chat, mobile apps, and retail platforms.

✅ Is comfortable working with e-commerce platforms (Amazon, Walmart, Shopify).

✅ Pays strong attention to detail and ensures customer requests are processed accurately.

✅ Has experience working with CRMs and ticketing systems.

✅ Is eager to learn new systems and processes to improve customer service

ROLE RESPONSIBILITIES

Customer Support & Issue Resolution

Respond to customer inquiries via email, phone, live chat, app, and retail platforms.
Assist with troubleshooting product issues and providing step-by-step guidance.
Provide order support, including placing orders for customers, tracking shipments, processing cancellations, and handling billing inquiries.
Handle inquiries related to product usage, ensuring customers understand how to operate and maintain their devices.
Address warranty claims and refund requests, ensuring compliance with PuroAir's 100 Day Clean Air Guarantee and Two Year Warranty, and Lifetime Warranty policies.
Follow up on escalated technical issues, obtaining solutions from the technical team and relaying them to customers.
Maintain detailed records of customer interactions, tracking inquiries and resolutions for future reference.

Chargeback Disputes & Fraud Prevention

Investigate and respond to chargebacks, gathering proof that a transaction was legitimate.
Work with Shopify and financial teams to submit dispute responses for fraudulent claims.
Identify patterns in chargebacks and recommend improvements to reduce disputes.

Knowledge Base & Process Improvement

Maintain and update an internal knowledge base with solutions for common customer questions.
Collaborate with the team to document best practices for handling customer inquiries.
Identify gaps in customer service processes and suggest improvements.

Training & Internal Support

Assist with onboarding and training new team members, ensuring they are well-equipped to handle customer inquiries.
Share insights and suggestions for enhancing team efficiency and performance.

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

REQUIRED QUALIFICATIONS

7+ years of experience in frontline customer support roles (In 2 or more of the following: phone, email, live chat, mobile app support, and retail platforms).
At least 2+ years of technical support, ideally for hardware products.
Familiarity with E-Commerce platforms, such as; Amazon, Walmart, BestBuy, Shopify, etc.
Demonstrates the ability to complete work and communicate without reliance on AI tools (such as ChatGPT or similar platforms), as the company values independent thinking and original communication.
Experience handling troubleshooting, order processing, billing inquiries, and product usage support.
Previous experience working with CRMs and ticketing systems.
Experience in B2C product support or consumer goods customer service.
Strong problem-solving skills and ability to escalate issues when necessary.
Excellent verbal and written communication skills in English C2 CEFR (If you consider your english is not fully proficient, this role might not be a fit.)
Ability to work independently and manage multiple tasks efficiently.
Highly detail-oriented, ensuring accurate and complete customer interactions.
Experience using Google Workspace (Docs, Sheets, Gmail, etc.).
Must have own webcam, microphone, and computer (relevant software and subscriptions provided).
Access to a quiet work area at home with reliable internet (100 Mbps or more).

"NICE-TO-HAVE" QUALIFICATIONS

Experience providing technical support and product support for a customer-facing mobile app.
Experience working in a subscription-based business, including selling and retaining subscriptions.
Experience working with an older demographic, demonstrating patience and thoroughly explaining key features and benefits.
Experience with Front as a ticketing system and CRM

ROLE SPECIFICATIONS

Base Salary: Q10,000 base salary.
Role type: Full-time.
Location: Guatemala (Remote - Work from home).

Schedule:
- Monday: 8:00 AM – 5:00 PM MST
- Tuesday to Friday: 9:00 AM – 5:00 PM MST
- Sunday: 4 consecutive working hours (scheduled anytime between 8:00 AM MST and 5:00 PM MST)
- Lunch Break: 1 hour, Monday to Friday
- The schedule is set to change according to business needs, daylight saving, performance, etc.
Additionally, this position follows the U.S. holiday calendar, meaning the team member is expected to work on Guatemalan holidays. Availability is also required during major U.S. retail periods such as Thanksgiving weekend, Black Friday, and Cyber Week, when customer volume is expected to peak.

RECRUITING PROCESS

Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

The entire process usually takes anywhere between 2-6 weeks to complete depending on the seniority of the position.

CONTACT US

If you have any urgent questions or run into any complications while submitting your application, please reach out to:

recruitment@trymeteor.com