Customer Support Agent

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    1 week ago
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Role Summary

Our mission is to provide the ultimate support experience
through best-in-class service and innovative solutions, to allow partners to
learn, grow and engage with the content aggregator.

As a support agent, you will provide a combination of
high touch & scaled transactional support to eligible partners and educate
them on how to use the product, abide by Terms of Use, answer rights management
questions, as well as troubleshooting technical issues. You will identify top
issues, root cause analysis and resolution. You will also achieve an
operational efficiency towards reactive support.

Shift work and / or night work may be expected
depending on changes in business requirements.

Roles and Responsibilities

Included but not limited to:

+ Support partners in a range of topics (video uploads,
channel management, monetization,
analytics and any product technical issues) with emphasis on high user
satisfaction and quality

+ Provide education on supported devices, new features and
product updates

+ Troubleshoot and help resolve technical issues in a
friendly and accurate manner

+ Collaboratively share feedback through appropriate
channels related to tools, processes or systemic user/product issues

+ Flag trends and potential global technical issues

+ Escalate issues providing all the relevant information
when required striving to resolve them in a timely manner

+ Coach and provide direction to new joiners

Required Skills/Competencies/Experience

At least 2 year of experience as an Agent in Technical
Support for said language

Customer service mindset. Strong customer/user focus with
the desire to help and put users first.

Ability to empathize and relate to
users is key to this role

Excellent communicator:

+ Must exhibit active listening, be able to probe
effectively and handle issues and complaints in a courteous, professional and
friendly manner

+ Ability to grasp complex and technical concepts and
communicate them to a non technical audience in a friendly and easy to
understand format

+ Demonstrates speed, agility, critical-thinking and
problem-solving skills

+ Ability to learn, retain and apply large amounts of
product, procedure, policy and system information and quickly adopt changes

+ Experience with prioritizing multiple tasks in a fast
paced and ambiguous environment

+ Significant attention to detail

+ Team player with ability to work in a fast-paced,
collaborative and constantly evolving environment

+ Strong work ethic and ability to work with minimal

+ Be an expert in our client’s platform

+ Ability to develop relationship with multiple
stakeholders to deliver high quality service

+ Excellent prioritisation skills