Customer Support Consultant
NewInactive
S
SupportYourAppIntelligent Support-as-a-Service
Brasília, Federal District, Brazil. Rabat, Rabat-Salé-Kénitra, Morocco. Calabarzon, Philippines. Cairo, Cairo Governorate, Egypt. Lagos, Lagos, Nigeria, GMT+3ContractMiddle
This job is no longer active. We keep the page for reference, but the employer may not accept new applications.
Salary not disclosed
Job Details
- Languages
- English (at least C1 for both spoken and written)
- Experience
- At least 1 year experience in customer support role
- Required Skills
- ZendeskCustomer support
Requirements
- Excellent English communication skills (at least C1 for both spoken and written).
- At least 1 year experience in customer support role (email-based).
- Experience working with Zendesk.
- Experience working with KPIs, service expectations, and performance targets.
- Ability to efficiently handle 60-100 tickets per shift.
- Previous experience handling customer escalations and resolving complex customer cases.
- Experience working with bug-related tickets, including identifying, documenting, and reporting issues.
- Experience identifying, analyzing, and addressing trends in customer interactions.
- Experience creating and maintaining SOPs, FAQs, and other customer support documentation.
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).
Responsibilities
- Deliver outstanding customer support via chat and emails.
- Provide prompt and accurate support to users by resolving tickets in line with project-specific procedures and quality expectations.
- Follow all guidelines related to tone, accuracy, escalation paths, and ticket categorization as outlined in the SOP.
- Ensure all user interactions are documented clearly and professionally within the designated support platform.
- Perform daily supplemental tasks as assigned to support operational excellence.
- Maintain a strong understanding of project workflows, updates, and service goals.
- Strive to meet or exceed individual KPIs and project metrics consistently.
- Tend to bug-related tickets.
- Identify trends in customer communications and report to your direct superior.