Customer Support Associate - Onsite

DIRECT HIRING

Customer Support Associate
We are looking for new Customer Support Associates who are passionate about customer support and helping people. We are looking for people who are passionate, understand the urgency of the start-up setting, and take pride in the ownership of their tasks while functioning fully in a team setting for our world-class Fintech client.

What You'll Get To Do:
● Create a wonderful customer experience as you understand that making a customer happy is crucially important to a business's success
● Be creative, friendly, and solution-oriented with customers and colleagues
● Look for ways to constantly improve processes
● Contribute to making the best working environment for yourself and your co-workers by being the best self
● Understand the need to meet expectations, rise above them, and go that extra mile for customers
● Be honest, able to own up to your mistakes, and never break promises
● Provide world-class customer support via chat, email, phone
● Work with the client’s internal teams to provide the best possible resolutions to the customer
● Use the available resources, like Knowledge Base and tools, to search for answers and craft thorough responses to customer queries

A Day in the Life of a CS Agent
● Start your day by logging into your systems and reading over all relevant updates
● Daily huddle, to discuss new updates
● Log into your shift according to your schedule:
○ Phone or Live chat shift
■ Be available for live contacts to come in
■ Help customers by understanding their queries and providing solutions
■ Searching the Knowledgebase and FAQ for relevant information to provide solutions
■ Communicate with Operations or KYC teams through the internal ticketing system, if the case needs their input
■ Escalate tickets to the internal team, if needed
○ Email shift
■ Work through the email queue from the oldest emails to the newest
■ Help customers by understanding their queries and providing solutions
■ Searching the Knowledgebase and FAQ for relevant information to provide solutions
■ Communicate with Operations or KYC teams through the internal ticketing system, if the case needs their input
■ Escalate tickets to the internal team, if needed
● Attend any coaching sessions set up by your Team Lead or QA.
● Attend any improvement training set up by the client

The ideal candidate will have…
● Great level of understanding of English, capable of working with English tooling and Knowledge Base
● Ability to multi-task and take responsibility in challenging situations
● Able to adjust to a fast-paced environment / constant changes
● Problem-solving mindset with strong attention to detail
● Ability to take ownership of contact to provide resolution to client
● Ability to provide and receive feedback (it’s a two-way street)
● Has a growth mindset with the desire to learn/keep learning
● Basic Computer skills with a typing speed of 40 WPM, 100% accuracy

We are ideally looking for someone who has worked in customer services before, but we are willing to work with the right person, whatever their experience if they have a passion for helping customers.