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.