Customer Support Agent

Role Overview

• Provide exceptional customer support through various channels, including Intercom chat, email, phone, and Zoom.
• Handle customer inquiries and issues efficiently, ensuring timely resolution.
• Document customer interactions and maintain accurate records.
• Use the ShiftCare platform to support customers, drawing from personal experience with the product.
• Collaborate with the Product and Development teams to provide feedback and help improve our offerings.
• Maintain a high standard of professionalism and empathy in all customer interactions.
• Stay updated on ShiftCare product updates and industry trends to offer informed assistance.

Requirements

• Previous experience in a customer support role, specifically supporting SaaS platforms.
• Strong communication skills (ability to question, clarify, empathise, use appropriate tone + language, personable).
• Exceptional English communication skills, both written and verbal.
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Intercom, etc.)
• Ability to conduct support calls over the phone and via Zoom.
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Resourceful and creative in finding solutions to customer issues.
• Ability to troubleshoot and utilise resources to answer questions on baseline topics.
• Ability to work independently in a remote environment.