Senior CSR Dedicate (ENG) #79

13 Черв 2024

We are looking for a Senior Customer Support Representative to provide excellent service for our client project. Our client - specializes in providing enterprise mobility software solutions. They offer a platform designed to enhance sales productivity and empower teams with intelligent content management and automation tools. Software focuses on improving customer engagement, sales effectiveness, and overall organizational efficiency through mobile-first capabilities.

➖At least 2 years of prior experience with calls, chats, tickets, or customer support.
➖Up to 1 year experience working with SaaS projects
➖Higher expectations with the instinct to try to find as much as possible on their own.
➖Confidence with written communications that do not require frequent peer review.
➖Ability to effectively manage their own time, setting and meeting their own deadlines to meet needs.
➖Able to balance multiple tasks at a time successfully.
➖Strong sense of personal accountability and ownership.
➖Ability to work collaboratively and effectively as part of a dynamic team
➖Expected to write 1 new article a week, or edit 2-3 existing articles.
➖Calm under pressure or strenuous volume situations.

✔️Provide product support for the application platforms by answering questions from internal and external customers
✔️Takes daily tickets, calls, and chats, and Zoom troubleshooting meetings.
✔️Document, reproduce, and find creative solutions for customer-reported issues
✔️Develop a high degree of proficiency in the application platforms and maintain that proficiency through continuous learning
✔️Partner with other departments to meet customer needs and goals
✔️Be able to work on cases independently, only escalating or relying on the team for complex issues.
✔️Act as a mentor for all Associate CSRs, paying close attention to Slack to help answer any questions.
✔️Start to take on small projects that align with the current Support initiatives
✔️Actively contribute to the Knowledge Base.
✔️Take and pass the Knowledge Base publisher’s test.

Буде плюсом:
➖Knowledge of systems like Zendesk or Salesforce

Умови праці:
➖Remote work
➖The probation period: two months
➖Working shifts - Monday - Friday (30-minute break): 1 shift - 3:00 PM - 11:30 PM, 2nd shift - 5:00 PM - 1:30 AM, 3rd shift 8:30 PM - 4:30 AM (Ukraine time zone)
➖The first few months working shifts: 1 shift - 3:00 PM - 11:30 PM, 2nd shift - 5:00 PM - 1:30 AM,