New Customer Support Agent (Freelancer)

Roles and Responsibilities:

• Own async email tickets and backlog items from intake to resolution.
• Respond to learners with clarity, warmth, and precision.
• Follow documented workflows and escalation guidelines consistently.
• Ensure tickets are properly tagged, categorised, and documented.

Skill Requirements:

• Fluent in written and spoken French and English.
• Must have graduated from an ALX Program within the past 12 months.
• Excellent written communication with the ability to make complex things simple.
• Comfortable using ticketing tools such as Freshdesk, Zendesk, or Hubspot.

Attributes and Values:

• Courage: Willingness to speak up and embrace new challenges.
• Humility: Openness to learning and serving others.
• Initiative: Proactive problem-solving and ownership.
• Customer-obsessed and systems-minded with a natural instinct for process.

Work Environment:

• This role is a freelance position.
• Preferred time zones UTC-1 to UTC+3.
• Self-driven and reliable in a remote work environment, with constant communication using web collaboration tools.