Customer Experience Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries through email utilizing Zendesk, providing timely, accurate, and thoughtful solutions.

• Resolve account, billing, and technical issues associated with the Epic platform.

• Refer more complicated matters to the relevant internal teams, ensuring clear documentation and context.

• Employ pre-existing macros, templates, and personalized messages to deliver consistent, high-quality support.

• Adhere to established support workflows, quality standards, and response protocols.

• Work in conjunction with the Customer Experience team to pinpoint recurring problems and propose process enhancements.

• Achieve or surpass customer satisfaction and response time objectives.

⛳️ Requirements

• 1–2 years of experience in customer support or customer experience, with a preference for email-based support roles.

• Familiarity with Zendesk or a comparable support ticketing system.

• Exceptional written communication skills with a professional, empathetic, and customer-centric approach.

• Strong attention to detail and the ability to manage multiple support tickets at once.

• Proficient in quickly learning and navigating web-based tools and software platforms.

• Excellent problem-solving abilities and the capacity to remain composed under pressure.

• Self-driven, dependable, and comfortable working autonomously in a remote setting.

🏝️ Benefits

• Fully remote position