Our Level-1 Support Specialist is part of a support team focused solely on the readers who are downloading the books that independent authors are listing on BookFunnel. This person needs to be technology-friendly and curious, to approach reader problems with a desire to see each person get their problem solved so they can get to this book they can’t wait to read. Indie authors depend on us to distribute their books, and our team loves giving both readers and authors as effortless an experience as possible. We thank you for wanting to be part of this team.

A Level 1 Support Specialist is responsible for:

• Answering reader support requests and anticipating additional questions and needs
• Learning and maintaining an expert knowledge of all supported reader devices and apps to be able to quickly and correctly respond to reader emails
• Carrying out other duties, as negotiated

• Ability to maintain empathic and professional communication at all times
• Ability to be sensitive and confidential when working with readers, authors, and their accounts
• Tech-savvy mobile device and computer skills
• Knack for diving into new technology systems and understanding their intricacies
• Excellent attention to detail and ability to assess a problem completely before diving in with a solution
• Applied knowledge of the indie publishing industry required
• At least one year of recent experience working in a client-facing or professional customer service role highly advantageous 
• Preference will be given to self-published authors or candidates with extensive experience using BookFunnel.

BookFunnel is based in the United States. To be considered for this position, applicants must be authorized to work in the US.

Full-time, 5 days/week

Morning shifts are 8:00 am – 12:00 pm

Afternoon shifts are 2:00 – 8:00 pm and include one 2-hour break

Scheduled weekends and holidays with flexibility

$1500 publishing reimbursement/year (for software, editing, book covers, etc.)