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3 Archipelago Research Support Services Jobs
Customer Support Resource
Archipelago Research Support Services
posted 7d ago
Job Role Insights
Key skills for the job
Job Description
- Respond promptly to customer inquiries via chat or email.
- Provide accurate, valid, and complete information using appropriate resources.
- Resolve customer complaints efficiently while maintaining professionalism and empathy.
- Troubleshoot product or service issues and escalate complex cases to the appropriate team.
- Maintain detailed records of customer interactions and follow up as necessary.
- Collaborate with internal teams to improve customer experience and satisfaction.
- Work with Customer Success team to understand opportunities for customer education or product improvement based on Support inquiries
- Work with engineering and product team to escalate product bugs and feedback on customer experience design
- Understand software functionality, troubleshoot basic L1 issues, and determine appropriate escalations.
- Stay updated on the companys products and services.
Key Outcomes you are responsible for:
- Improve Archipelago Business Health
Key Metrics Results to measure your success:
- 100% of L1 inquiries are resolved or escalated within SLA
Qualifications:
- Proven experience in customer service, support, or a related role.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and a positive attitude when handling customer concerns.
- High school diploma or equivalent; a bachelor s degree is a plus.
Employment Type: Full Time, Permanent
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Archipelago Research Support Services Benefits
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