Key skills
SaaSCommunicationProblem Solving
About this role
Role Overview
- Provide reactive support via chat and WhatsApp
- Assist in resolving customer requests with quality and efficiency
- Aim to resolve the majority of inquiries, seeking team support when necessary
- Ensure responses are provided within deadlines, keeping the customer informed
- Contribute to reducing rework and ticket re-openings
- Support identification of patterns and potential root causes of issues
- Record and organize information to facilitate future analysis
- Maintain focus on customer satisfaction (NPS)
Requirements
- Previous experience providing support for SaaS products
- Strong communication and organizational skills
- Logical thinking and an interest in problem solving
- Comfortable using digital tools
- Proactive approach to learning and seeking solutions with support from the team
- Experience with e-commerce
- Exposure to more robust systems or technical support environments
Benefits
- Multi-benefits card (Swile)