Customer Support
Salary undisclosed
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Responsibilities:
- Responsible for being the front line voice in working with our customers to solve their questions and concerns. Not a heavy technical skill set, but very knowledge heavy.
- Maintain knowledge/understanding regarding Client product and regional nuances.
- Correspond with customers (through Zendesk ticket) in order to find the answers to their questions.
- Triage tickets to the right regional team if they are beyond hub scope.
- Be willing to flex and re-prioritize when immediate attention is needed somewhere else.
Requirement:
- Be comfortable with Zendesk, handling a high volume of customer inquiries, and moving customer inquiries through the resolution cycle.
- Comfortable working with queue ticket management and providing a swift response.
- Speaking with customers who raise time-sensitive, high impact concerns.
- Will need to be able to sort through Confluence SOPs, previous Slack threads, etc. to find answers to questions - should be a quick learner and should know when is the time to reach out for help
Important Notes:
This role requires shift below:
AU: 7am-4pm
Asia: 9am-6pm
Europe: 3pm-12pm or 2pm-11pm
US: 10pm-7am
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