Customer Support Experience: Experience in dedicated customer support, help desk, or contact center environments. Experience in SaaS, VoIP, or tech startups is highly preferred.
Customer-Centric Mindset: Passionate about helping people, highly empathetic, and able to thrive in fast-paced, fluid remote environments. Remains calm under pressure and treats customer issues as opportunities to build long-term customer loyalty.
Problem-Solving Instincts: Does not simply follow a script. Uses strong critical thinking, analytical skills, and effective troubleshooting to identify the root cause of customer issues.
Human-Centric Communication: Demonstrates exceptional written English communication skills and can simplify technical concepts, such as call routing, integrations, SMS delivery, and toll-free verification into clear, friendly, and easy-to-understand explanations.
Proactive Engagement: Builds confident and transparent customer relationships through clear communication. Willing to go the extra mile to resolve issues, delight customers, and reduce unnecessary follow-ups.
Core Competencies
Customer Ownership: Takes responsibility for moving an issue toward resolution rather than passing customers from team to team (aim for one contact resolution).
Empathy Under Pressure: Remains calm, patient, and respectful when dealing with frustrated customers.
Written Clarity: Produces concise, well-structured, grammatically correct responses tailored to the customer's level of understanding.
Troubleshooting: Asks effective diagnostic questions, follows logical troubleshooting steps, and distinguishes between known issues, user errors, and situations requiring escalation.
Adaptability: Learns product updates, policy changes, and new tools quickly and applies them effectively.
Attention to Detail: Documents cases accurately and handles sensitive customer information responsibly.
Metric Discipline: Understands and effectively balances key support metrics, including quality, CSAT, first-response time, resolution time, adherence, and productivity.
Technical Requirements (BYOD)
Laptop (no Chromebook or Linux OS)
Minimum Intel Core i5 processor or equivalent
Minimum 8GB RAM
Windows or Mac operating system
High-speed wired internet connection: minimum 50 Mbps download and upload
Quiet and dedicated workspace suitable for remote customer support
Background Checks
Police clearance certificates are essential for the role, and candidates must be open to previous employer background checks.
GK
This is a preview of the role
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