Customer Support Agent

Skills Required : Customer Support Intercom Customer Experience Troubleshooting Communication Interpersonal Communication Techsavvy Online Support Hiring – Customer Support Agent Employment Status

• Full-time

Experience Requirements:

• Minimum 1 year

Details:

• Work hours: 10:00 AM to 6:00 PM AEST
• Monday to Friday
• Needed ASAP

Job Location:

• Remote
• Negotiable

Remote Office, acting as a dedicated HR partner for our clients, is on the hunt for a Customer Support Agent with a high level of motivation and experience to enhance one of our client's teams. In this role, we need someone with proficiency in handling both inbound and outbound calls, email correspondence, and chat support. The role requires exceptional verbal and written communication skills, as well as the ability to resolve customer inquiries and issues effectively and efficiently. Responsibilities:

• Empathise with every aspect of the customer experience.
• Resolve customer inquiries via phone, chat, and email channels in a considerate, accurate, and timely manner.
• Compose personalised responses for various customer requests and update help guides to improve the customer experience.
• Triage incoming requests, spot trends in customer issues, and document bugs for the development teams.
• Document feature requests and collaborate with the rest of the team to help elevate the voice of the customer.
• Troubleshoot, diagnose and resolve reported issues or escalate to higher support levels as necessary.
• Become a product expert and actively contribute to team goals and successes. Also make active contributions to help achieve team goals and successes.

Experience Requirements:

• Minimum of 1 year of experience in customer service roles, preferably in a similar industry.
• Excellent verbal and written communication skills, along with great phone etiquette.
• Strong customer service skills and dedication to providing exceptional experiences to customers.
• Aptitude for technology and the ability to explain technical issues clearly and concisely.
• Proven track record of delivering exceptional customer service in a fast-paced environment.
• Proficiency in handling inbound and outbound calls, email correspondence, and chat support.
• Experience in supporting software-as-a-service (SaaS) platforms.
• Strong problem-solving abilities and the ability to remain calm and composed under pressure.
• Ability to multitask and prioritize workload effectively to meet deadlines.
• Familiarity with CRM software and basic computer skills.
• A positive attitude and a willingness to learn and adapt to new challenges.
• Proficient in problem-solving which includesdevising workarounds and troubleshooting to identify bug causes, demonstrating a passion for technology and customer satisfaction.
• Comfortable working remotely and adept at multitasking across various support platforms.
• Self-motivated with the ability to work independently or collaboratively within a team.
• Experience with Intercom, Helpscout, Atlassian JIRA & Confluence, Slack, and general web-based IT and software are desirable.

What we have for you: Join a team and a culture of empowerment, personal life flexibility, and professional development. As a Customer Support Agent in the company, you'll play a vital role in ensuring our customers practice happy while enjoying the flexibility of working from home and occasional team gatherings. About Remote Office : Remote Office is an end-to-end RemoteOps platform providing global HR solutions. We specialise in building and managing high-impact remote teams for clients across various industries, focusing on talent acquisition, compliance, cloud HR, and team consultancy. Our mission is to streamline global HR management, allowing businesses to focus on their core operations. #J-18808-Ljbffr