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    • Home
    • About
    • Courses
      • Paid & Free Courses
      • More Links
    • Blog
      • Zoom Classes
      • CV Writing
      • Interview Tips
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        • Canva
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    • Home/
    • Customer Support (Remote)

    Customer Support (Remote)

    By posi
    07Sep, 2022
    • Full Time
    • Remote (international)
    • Posted 5 months ago
    CybSafe

    CybSafe

    Customer Support (Remote)

    Job Brief

    An international IT company is looking to hire an enthusiastic and motivated person with a positive attitude to join their customer support team as a Customer Support (Remote).

    Location: Remote (International)

    Responsibilities for Customer Support (Remote)

    The Basics:

    • You’ll be in charge of handling client expectations, problem-solving, and issue escalation.
    • Reporting consumer problems, comments, and trends.
    • Being proactive to ensure customers receive the most significant benefit from the company’s offerings.
    • Provide proactive customer service to a global customer base daily. 
    • Manage emails, outgoing calls, and our website’s live chat function.
    • Organize, classify, assign, and deal with the issues in the customer support queue.
    • Take charge of the technical processes involved in creating new customer accounts.
    • Assist in onboarding and training customers about using our products and services when they reach out.
    • Work with the Customer Success team and the rest of the organization to improve the company’s services and internal operations.

    Metrics & Reporting:

    • Contribute to the preparation of management reports that analyze the operational support team’s performance and pinpoint essential steps for raising KPIs.
    • Provide the product team with information from the analysis of support case data to help with the product strategy and roadmap.
    • Enhance automated response times and first-time resolution rates to encourage concerns to be resolved at the lowest tier possible.

    Knowledge Management:

    • Create, publish, and distribute engaging instructional help content that addresses customers’ most critical pain points and frequently asked questions.
    • Create and automate the most common incoming issues with chatbots so that the support team can focus on providing solutions.
    • Before starting from scratch and developing new procedures, Help Center articles, and reports, look for, reuse, and improve what other team members have already done.

    Customer Feedback:

    • Establish a reliable procedure for gathering client feedback for each support issue.
    • Inform other departments about client feedback by summarizing and presenting it.
    • Manage all client compliments, complaints, and feedback. When required, take them to the next level.

    Requirements:

    • Experience in customer or technical assistance for at least three years is necessary.
    • Practical knowledge of software as a service, technology, or startup environment.
    • Must possess good analytical and problem-solving abilities (This is the most crucial one).
    • Excellent communication skills in writing and speaking (this one is significant).
    • The capacity to establish connections and trust with clients.
    • The capacity to operate under duress and, when necessary, meet deadlines.
    • Completer-finisher. Without always having clear instructions, learn a new task and finish it.
    • Ability to relate to other teams personally or professionally through listening, communicating, and bonding.
    • exceptional organizational skills, including the capacity to prioritize and multitask
    • Possess a willing and passionate attitude to assist our expanding staff.
    • Possess effective conflict-resolution techniques.

    To apply for this job please visit apply.workable.com.

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