Customer Support Representative

I need a customer support representative to handle email, chat and phone calls. It is for a software development firm based out of Maryland, US. You must work in the US Eastern time zone (New York Time) and must stay online during this time. We often run marketing campaigns and as a result get lot of emails, chat requests and phone calls. I will provide everything you need to know. Honestly, the volume of calls and emails is low. You may get 3-4 calls a day and 4-5 emails but I need someone to be available to monitor the incoming requests. Time is of essence here. There is cut-throat competition in the services industry and I expect to provide instant support to the users. So the workload will not be heavy but you have to be online during the day and monitor chat dashboard to see who arrives on the site and initiate a chat with them and answer any questions they may have. Similarly, take calls and provide information. If you have any technical background that will be very helpful otherwise just forward the call to the technical person or take a message from the client and ask technical team to call the client back. 1. Good experience with Google Analytics so that you can view online users in real time 2. Any experience with Google Adwords will be helpful (but not required) 3. Must have prior experience of working in a similar role 4. Must have excellent communication skills and English (US accent preferred) 5. Quick learning ability 6. Experience in marketing will be a huge PLUS 7. Use skype, viber, whatsapp etc to stay in touch with the technical team. I don't mind if you want to work on multiple projects (other freelancing projects) along with this one but you must work diligently. Our marketing campaigns are expensive and if we lose out clicks to missed calls, missed chat requests and emails then that results in a tremendous loss for us. If you do a good job, I will retain you on long term basis and may add to your role and responsibilities and also increase the budget so that you can focus on my work only. Please write HAYHAY in the first line of your response for your bid to be considered. I will delete all bids not following this instruction. Happy bidding! p.s. If you are selected, I will expect you to start work immediately.