Customer Experience Agent

📋 Description

• Address customer inquiries through email using Zendesk, ensuring prompt, accurate, and considerate resolutions.

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

• Forward more intricate issues to relevant internal teams with comprehensive documentation and context.

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

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

• Work alongside the Customer Experience team to pinpoint recurring problems and propose process enhancements.

• Achieve or surpass customer satisfaction and response time targets.

⛳️ Requirements

• 1–2 years of experience in a customer support or customer experience position, ideally in email-based support.

• Familiarity with Zendesk or a comparable support ticketing system.

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

• Strong attention to detail and ability to handle multiple support tickets concurrently.

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

• Excellent problem-solving abilities and capacity to maintain composure under pressure.

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

🏝️ Benefits

• Fully remote position