Tech Support Specialist

The Company

MyTime is an American internet startup that offers a fully integrated appointment scheduling, payments and automated marketing platform, specializing in large multi-location chains and franchises. Our mission critical software -- which includes in-store scheduling and online booking, client record management, email and SMS marketing, and a full point of sale for handling payments -- is used in every aspect of the customer journey. Our customers rely on their service businesses to remain competitive in the age of Amazon, and they need a next generation POS to help them achieve this growth. We aspire to be the “operating system” of their business.

We also made it easy to plug our online booking, payments and messaging capabilities into the places customers are found today, including Google Search, Facebook, Instagram, and the merchants’ own websites and mobile apps. Upon adopting MyTime, our customers see average revenue growth of up to 30% through improved operational efficiency, greater customer retention, and access to new customer acquisition channels.

Our product is used at over 14,000 locations across the globe, ranging from single-location sole proprietors to multi-billion dollar Fortune 500 chains. As a completely cloud-based solution, MyTime is designed for quick and easy deployments. It’s lauded for its ease-of-use and short ramp-up time, having won numerous awards such as the Best Commerce Product of 2017 from the Local Search Association.

MyTime is backed by Upfront Ventures and Khosla Ventures and was founded by Ethan Anderson, a successful serial entrepreneur whose first startup, Redbeacon, won TechCrunch50 in 2009 and was acquired by The Home Depot.

The MyTime application is used by millions of consumers and tens of thousands of employees each month to interact and transact with one another in the modern era. Come help us realize our vision of becoming the world’s leading online scheduling and local commerce platform!

The Role

As a Tech Support Specialist for MyTime, you will be responsible for consulting with and delivering support via email, chat and telephone to the many businesses around the world who rely on MyTime's mission critical application to run their operations, payment processing, and customer communications.

You’ll play a key role in transforming the way our business customers operate and interact with their own clients – while at the same time, helping MyTime build internal scalable processes to support our own growth.

Key Responsibilities for this Role:

• Handle inbound and outbound calls, emails, and chats from customers to help solve their problems, oftentimes by leveraging our cross-functional teams
• Support and train MyTime users on our broad and complex product
• Meet or exceed our Service Level Agreement (SLA) for response and resolution times
• Maintain high customer satisfaction scores as measured by post-interaction surveys
• Be the eyes and ears of the company by relaying feedback to the larger team so we can better address customer needs

Work Environment

This is a hybrid role with some work from home days and some days in a coworking space in Taipei each week. During in-office days, you will collaborate with other Taipei-based employees to work on projects, share learnings, build a strong culture, and enjoy each other's company.  MyTime does not have a Taiwanese legal entity so you will be employed as a full time contractor by our American legal entity. However, the Founder & CEO is personally based in Taipei and is excited to work with our Taiwan-based team in-person a few days each week.  This is a unique opportunity to experience working at a true American internet technology startup right here in Taipei!

• Bachelor’s degree
• 2 or more years experience in customer support, tech support or account management at a software company preferred but not required
• Self motivator with impeccable written English and verbal communication skills over the phone 
• Comfortable with complex technology products
• Highly organized and able to multitask and prioritize in a fast-paced environment
• Outgoing and comfortable talking to anyone in English
• Powers of persuasion -- to help our users succeed, you’ll need them to follow your lead

Short phone screen with MyTime's Taiwan-based Founder, followed by a longer interview with MyTime's VP of Customer Success based in the United States.