Respond to customer inquiries via email, chat, or social media in a timely and professional manner
Provide accurate information and support to customers to resolve their issues
Identify and escalate complex issues to Tier 2 support when necessary
Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction
Continuously improve your own product knowledge and remain up to date with our product, services and processes
Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

High school diploma or equivalent; college or a degree in a related field is desirable but not essential
At least 1 year experience within a technical support environment
Excellent verbal and written communication skills
Customer-oriented mindset with a strong desire to exceed customer expectations
Ability to multitask and manage time effectively
Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
Ability to work in a fast-paced and dynamic environment
Ability to work independently and as part of a team
Flexibility to work different shifts, bank holidays and weekends as and when required

Customer Support Associate

Key skills