Customer Support Representative

2 days ago

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Antavo Loyalty Cloud

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Loyalty program • Customer retention • Online marketing • Gamified loyalty programs • Online loyalty solutions

51 - 200

💰 Series A on 2022-11

Description

• Ensure everything runs smoothly and at the highest quality for our clients • Respond to incoming incidents and client requests with a personal, solution-focused approach while adhering to SLAs. • Provide first-line support to our customers by checking, reproducing, and testing the issues • Write clearly documented incident reports for the Engineering team if necessary • Be the bridge between our client and our Engineering team to make sure that incidents are solved on time • Follow up with clients through updates until their issues are resolved • Answer basic product questions, and offer guidance to assist clients in using our functionalities in a self-service way • Solve basic-level configuration issues in the scope • Escalate complex client requests to higher levels of support. • Make sure our clients can find documentation to best use our features and collaborate with our writers to improve our content • Constantly expand your knowledge about our evolving product and clients’ feature sets • Identify common user issues and communicate feedback from clients to the Product team • Occasionally, go on video calls with our customers to facilitate ticket resolutions • Handle chat support for quick Q&A-s at dedicated times

Requirements

• Have work experience at a SAAS company and/or in a customer service role • Be experienced in working in an international environment • Have experience in using ticket management (eg. Jira) and help desk (eg. Jira, Zendesk, Freshdesk) tools • Have the curiosity and capability to learn new technologies and use cases in detail • You should be a patient and empathetic person who genuinely enjoys helping others in a friendly yet professional way • Should be a team player who helps team members if needed and is not afraid to ask for help • You should have the capability of evaluating and prioritizing new issues • You should have good discipline and self-control to work actively and proactively in a flexible, remote-only environment • You should have the ability to handle frustration when external factors prevent you from providing the desired level of assistance to the client • Have a good written and verbal communication skill in English

Benefits

• Full remote, flexible way of working depending on the load (no unnecessary overwork at all) • A dynamic environment that’s neither corporate nor startup, offering opportunities to learn, grow, and truly make an impact. • International vibe: our working language is English we have 90+ colleagues from 10 different nationalities • Diverse career path opportunities based on your interest even outside of customer support in a longer-term • Strong team around you to support you every day and help you reach your goals • Great remuneration package with bonuses for top performers • Antavo days and company perks