- Full Time
- Remote (international)
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)
- 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.
- 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.
- 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.
- 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.