Customer Support Agent

Working closely with our Customer Operations Specialists, you’ll be a Customer Support Agent providing critical, timely support for our customers around the world. Your responsibilities will include acting as the first point of contact for customer queries via chat, email and phone. Further responsibilities include resolving support tickets from initiation to resolution, escalating issues to subject matter experts when needed, updating support content, and auditing and reviewing AI Bot responses to assure iterative improvements in the support function. Ticket Management involves logging, tracking, and resolving customer tickets promptly, and following through on each ticket until the issue is fully resolved. Problem Solving entails diagnosing and fixing issues, ensuring seamless hand-offs for complex cases, and implementing changes based on customer feedback. Content Maintenance involes revising and updating support materials to reflect current processes and solutions, and Collaboration involves working with technical teams to manage escalations and ensure effective resolution.