Customer Support Agent
New
M
Manila RecruitmentFinancial
Metro Manila, PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 3 years
- Required Skills
- JiraZendesk
Requirements
- Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role
- Experience in the mortgage broking industry (highly desirable)
- Strong customer service or chat support experience in the IT industry
- Experience working in the broking, banking, and finance industries (highly preferred)
- Experience in the BPO industry (considered if accounts handled are same as mentioned industries)
- High level of comfort using computers, cloud software and ticketing systems (e.g., Intercom, Zendesk)
- Proficiency in other ticketing systems
- Excellent attention to detail and comfort with spreadsheets and data
- Strong written and verbal communication
- Troubleshooting and problem-solving skills
- Ability to be proactive
- “Can-Do" attitude
- Excellent English communication skills, both written and verbal
Responsibilities
- Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software.
- Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc.
- Providing a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately investigating and solving more complex requests or logging a bug report in JIRA for the development team to address.
- Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app.
- Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions.
- Actioning subscription changes such as upgrades, downgrades, or cancellations.
- Helping to keep the documentation updated as features change and evolve.
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