We are seeking a highly skilled and motivated Customer Support Agent who has experience in managing ticketing systems, handling support articles, and working with chatbots.
The ideal candidate will possess excellent problem-solving skills, be proactive in escalating issues when necessary, and have a strong understanding of SLAs (Service Level Agreements).
If you are someone who thrives in a dynamic environment and can handle both technical and non-technical support, we want to hear from you!
Responsibilities:
- Ticket Management: Manage support tickets, update documentation, monitor status, prioritize urgency, and escalate complex issues to appropriate teams or managers.
- Chatbot Monitoring and Setup: Oversee chatbot performance, collaborating with technical teams, analyzing interaction logs, and resolving escalations that cannot be automated.
- Customer Support Articles and Knowledge Base: Create, update, and maintain support articles, FAQs, and other self-help documentation, identifying common issues, and collaborating with cross-functional teams to ensure alignment with product updates.
- Customer Communication & Escalation Management: Handling urgent customer issues, escalating them to higher-level support, and delivering exceptional customer service, demonstrating empathy and professionalism at every touchpoint.
- SLA Management: Handling all tickets within agreed SLA timeframes, monitoring compliance, reporting performance metrics, identifying bottlenecks, and escalating when necessary.
- Performance Monitoring & Reporting: regularly reviewing ticketing system data and chatbot performance metrics, providing feedback for improving customer service, and creating and maintaining reports on ticket volume, resolution times, and customer satisfaction
A minimum of 3-5 years of work experience in a customer service or support role.
- Experience with setting up, managing, and monitoring chatbots.
- Strong writing skills, the ability to translate complex technical information into user-friendly articles, experience in creating support documentation, FAQs, and knowledge base content.
- Excellent written and verbal communication skills.
- Strong understanding of SLA’s and the ability to prioritize tasks effectively.
- Experience with escalation management and understanding of when and how to escalate customer issues.
- Strong problem-solving skills with a customer-first mindset.
- Ability to work in a fast-paced, constantly evolving environment.
- Availability to handle urgent customer issues that may require immediate resolution, including potential phone calls to customers in need of ASAP support.
- Must perform professionally in all interactions with customers and handle private information confidentially.
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