Description

Our Client Customer Support Team is here to deliver first-class support in a simple, effective, and timely manner to their growing community. Your day-to-day will be focused on handling queries from our customers through a wide range of channels including email, chat, social media, and occasional screen share sessions.

As the User Support Agent besides helping users resolve their questions and concerns, you will also help assist users and internal customers with their product-related concerns and play a role in sharing customer feedback across the organization.


descrição da função/job description
Respond to customer questions rapidly and clearly - this entails questions related to product, customer account, billing, and how to make the most of the final service;
Take ownership of solving a wide range of customer problems that come through email, chat, and social media through effective probing and troubleshooting;
Comply with and suggest improvements for ticket categorization and issue identification guidelines. You play a big role in sharing relevant feedback with the product team and hence in the shaping of the product;
Test and reproduce issues in order to troubleshoot and help the product team identify and fix bugs;
Be the voice of our customers: raise their concerns or new feature requests/feedback to our product and engineering team;
Work closely with the Level 2 support team to improve overall product knowledge, and to escalate complex issues that require Level 2 Support;
Update/create content for our internal knowledge base and our help center, making your job and that of your peers easier in the future.

requisitos/requirements
At least one year of experience in client/customer service experience, preferably consultative customer service experience in a SaaS/tech company;
Experience going on video calls and doing screen shares with customers to solve complex business/technical issues;
You're quality driven with a passion for creating extraordinary customer experiences, while being able to help your team achieve efficiency and productivity objectives;
You are comfortable using support platforms such as Zendesk;
You’re experienced in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the product/development team, and to resolution;
Experience working with tech teams like developers/engineers and QA;
Experience in troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions;
Excellent spoken and written English. You’re able to communicate technical topics to customers and coworkers simply and clearly.

oferta/offer
This is a remote role

• Full-time 8h/day between Monday to friday
• 9h 18h (Lisbon time)
• Great culture and multicultural work environment
• Base salary + Meal Allowance


para se candidatar/to apply
https://www.randstad.pt/emprego/RO-2021-94842