Customer Support Agent

October 23

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RemotePass

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fintech • payroll • eor • compliance • saas

51 - 200

Description

• The Customer Support Agent is responsible for providing exceptional customer service to RemotePass platform users. • This role involves handling a variety of inquiries and issues related to the RemotePass platform and payments, ensuring timely resolution and satisfaction. • Ticket Management: Efficiently manage incoming customer support tickets via email, phone, and chat. • Problem Resolution: Diagnose and resolve customer issues related to platform usage, payments, account management, and technical difficulties. • Knowledge Base: Contribute to and maintain a comprehensive knowledge base to assist customers and improve support efficiency. • Customer Satisfaction: Strive to exceed customers' expectations by providing prompt, accurate, and helpful support. • Collaboration: Work closely with other teams (e.g., engineering, compliance, product) to address complex issues and ensure a seamless client and customer experience. • Elevate CSAT: Follow policies, procedures, and standards to contribute to achieving a high Customer Satisfaction (CSAT) score. • Process improvement: Accurately log and track customer interactions, issues, and resolutions in the company’s customer support tools.

Requirements

• Previous experience in a customer support or service role, preferably in a startup or fast-paced environment. • Strong communication and interpersonal skills, with a focus on empathy and patience. • Basic proficiency with customer support tools such as Intercom, Zendesk, or similar. • Problem-solving abilities and a customer-first approach. • Fluency in English. • Excellent verbal and written communication skills. • Ability to learn and adapt to new technologies and platforms quickly. • Experience or knowledge in Fintech industries. (preferred) • Payment compliance knowledge or experience. (preferred)

Benefits

• Opportunity to work remotely from anywhere in the world. • Premium health insurance.