An Amazing Career Opportunity for a Customer Support Agent. We are looking for someone who is friendly, adaptable, and eager to learn in a fast-paced environment. If you enjoy helping people and solving problems, this is a great opportunity to start your career in customer support and technology.
Requirements
- Responding to customer inquiries via phone, email, and online tickets
- Providing clear, helpful answers and building positive relationships
- Practicing empathy and patience; helping de-escalate concerns and following issues through to resolution
- Guiding customers through troubleshooting steps and product navigation
- Assisting with basic troubleshooting for Windows operating systems and common web browsers (Chrome, Firefox, Edge)
- Supporting customers with hardware, software, and peripheral issues using approved tools
- Recording all customer interactions accurately in the CRM/ticketing system
- Following standard procedures while using good judgment for unique situations
- Collaborating with peers and share knowledge to improve processes
- Staying up to date on security practices and company policies
- Helping customers with basic questions and issues related to IdenTrust products
- Using company tools to troubleshoot problems and create support tickets
- Looking into issues before passing them on; writing down what caused the problem and what steps were taken. Sending urgent or complicated cases to senior team members
- Learning about the team's system needs and assisting with setting up tools under guidance
- Adding helpful information to team resources by recording common problems and solutions
- Showing customers how to use products and explaining features in simple terms
- Helping new team members learn company policies, call center software, and ticketing processes
- Working in a call center or remote environment using a headset, computer, and call center software
- Handling a high volume of calls and emails while staying organized
- Working on simple projects under close supervision and accepting feedback to improve
Benefits
- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- A vibrant, welcoming & inclusive culture
- Extensive career development opportunities and resources to maximize your potential
- Empowerment: flexible work environment
- Innovation: open to ideas
- Integrity: results-orientated, reliable, and straightforward
