Customer Support Agent

Are you passionate about delivering outstanding customer experiences? Do you excel at solving problems and helping others succeed? Were looking for a dedicated Customer Support Agent to be the friendly, knowledgeable voice our customers trust.

In this role, you'll guide users through our software and hardware, resolve technical issues, and help them get the most out of our platform. If youre a skilled communicator with a customer-first mindset, wed love to hear from you!

What we are looking for

• Job Title: Customer Support Agent
• Employment Type: Full Time
• Where: India-based remote working
• Shifts: Must be available to work 5 days per week according to a flexible seasonal roster, with days spanning across weekdays and weekends. For example, Wednesday to Sunday (Mondays and Tuesdays off) or Tuesdays to Saturdays (Sundays and Mondays off).
  

Role and Responsibilities

• Customer Communication: Respond to customer inquiries and concerns through live chat, email, voice and video meetings in a friendly, clear, and professional manner.
• Technical Proficiency: Use troubleshooting tools, logs, and resources to investigate and solve technical problems.
• Troubleshooting: Diagnose and resolve software and hardware related issues, guiding users through solutions effectively.
• Product Knowledge: Maintain a deep understanding of the software, including features, updates, and common issues.
• Documentation: Create and update knowledge base articles, FAQs, and user guides for common problems.
• Issue Escalation: Escalate complex issues and enhancement requests to the relevant technical teams while ensuring follow-up with customers.
• Proactive Support: Anticipate customer needs and offer solutions before they encounter issues.
• Building Relationships: Establish trust and rapport with customers by delivering personalized and attentive service.
• Conflict Resolution: Handle complaints and difficult situations professionally, aiming to turn negative experiences into positive ones.
• Service Metrics: Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction.
• Customer Service: Ensure exceptional customer experiences by maintaining a high level of empathy, professionalism, and product knowledge.
• Cross-functional collaboration: Collaborate with team members and other departments to resolve complex issues and improve processes.

Your Profile

• Experience in Customer Support: Proven track record in customer service or technical support roles, preferably in a software or tech environment. A minimum of 2 to 5 years experience.
• Strong Communication Skills: Excellent verbal and written communication with the ability to explain complex concepts simply.
• Technical Aptitude: Comfortable using and learning software tools, with the ability to troubleshoot and resolve technical issues.
• Problem-Solving Mindset: Resourceful and analytical, able to identify root causes and implement effective solutions.
• Customer-Focused: A passion for helping people and ensuring they have a positive experience.
• Adaptability: Thrives in a changing environment and quickly learns new tools, processes, and technologies. Ability to multi-task and work in a fast-paced environment while maintaining attention to detail.
• Proactive Attitude: Always looking for ways to improve processes, enhance the customer experience, and exceed expectations.
• Qualifications: A bachelor degree in administration or a related field is preferred.

Why Join Us

Youll have the opportunity to shape the customer support function in a fast-paced environment centred around innovation, service excellence and, more importantly, people. Youll be working alongside great professionals and be an essential part to our collective mission to make sports participation available for everyone.