The Customer Support Agent role demands excellent customer service skills, focusing on prompt and accurate inquiry responses, effective troubleshooting, and timely case escalation. Successful candidates must be highly computer literate, proficient in AI productivity tools, and have prior experience with customer service platforms such as Zendesk, Intercom, or HubSpot.
Key Responsibilities:
- Respond to customer inquiries via email promptly, accurately, and courteously.
- Provide clear, valid, and complete information using approved knowledge bases, tools, and processes.
- Record customer complaints, issues and relevant case details for follow-up and investigation.
- Meet daily productivity and quality targets.
- Escalate cases according to defined procedures when required.
- Follow standard communication guidelines and policies at all times.
- Support continuous improvements through reporting common customer issues, patterns, and feedback.
- Attend team meetings, training sessions, and coaching sessions when scheduled
Qualifications:
- Excellent English skills, especially in writing and reading (English B1 required)
- Good computer skills (familiar with MS Office & Google applications).
- Proficient in leveraging AI tools to optimize productivity and streamline workflows.
- Experience with customer service software/platforms is required, with a preference for knowledge of Zendesk, Intercom, and HubSpot.
- Familiarity with basic troubleshooting steps for application or feature issues across iOS/Android devices.
- High attention to detail and accuracy in writing.
- Excellent interpersonal skills.
- Ability to work independently and in a team
