Customer Care Specialist

Visual artists are more empowered than ever before to capture the world around us - to share it and ultimately, to sell it. Role Overview The ideal candidate should have a strong interest in photography, either as a professional or a serious enthusiast, possess a passion for helping people, have an abundance of online knowledge, have good technical and analytical skills, and want to work in a dynamic and creative small-company environment. Ensure timely responses to all inquiries (for example, we aim to respond to emails within 4 hours, chats and phone calls immediately) Effectively articulate complex information to a variety of technical and non- technical users (i.e. helping people who have basic computer skills and need a lot of hand-holding) Educate and empower customers to increase their proficiency on the Zenfolio platform Identify areas of usability concerns and escalate them for technical resolution Covering support during some weekend and evening hours is expected Assist with inter-departmental projects, as needed What we’d like to see in our ideal candidate..... Must-haves: Positive attitude Desire to help others Excellent written and verbal communication skills Fantastic time management skills Able to type a minimum of 50 wpm The ability to quickly learn new concepts Adaptability in an ever-changing work environment Nice-to-haves: Previous customer service experience with an online company Experience with Salesforce or other CRM tools Familiarity with photo management tools such as Photoshop and Lightroom Basic understanding of digital photo concepts such as aspect ratio, color profiles, file formats, image resolution Ability to communicate complex technical problems in a "customer-friendly" language Passion for photography Working knowledge of both Mac and PC platforms Basic knowledge of web hosting Previous work from home experience Why you should work with us: We are two companies that are built on the values we believe in—impact, trust, care, and simplicity. At Format and Zenfolio, the work of every team member matters—whether it’s for our members, company, team, or culture—we all strive to make an impact with ideas that are better, smarter, and more innovative. As a growing team (100+), distributed globally we are open to remote applicants that will be able to support a team in multiple time zones.