Customer Support Agent

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

📋 Description

• The Customer Success Assistant will assist in supporting and guiding both new and existing users, ensuring they remain loyal and share their positive experiences with others about the significant impact the company has made.

• This role primarily involves providing behind-the-scenes support to Customer Success Specialists, who are tasked with training new users on the software.

• Responsible for provisioning new accounts for subscribers, which includes setting up the appropriate environment, issuing passwords, and granting access to learning tools.

• Delivering prompt responses to customer support inquiries via the Intercom help desk, which may involve:

• a) Immediately resolving straightforward requests

• b) Investigating and addressing more complex inquiries

• c) Logging bug reports in JIRA for the development team to resolve.

• Updating client workflows and performing behind-the-scenes account customizations to support users’ implementation of the application.

• Conducting account “health checks” to assess how effectively customers are utilizing the software, enabling the team to provide targeted support and solutions.

• Executing subscription modifications such as upgrades, downgrades, or cancellations.

• Assisting in keeping documentation current as features evolve and change.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success/IT Chat Support or a comparable role is required; candidates with experience in the mortgage broking sector are particularly desirable, even if they have not specifically held a Customer Success position.

• Strong customer service or chat support experience in the IT sector will also be taken into account if mortgage broking experience is lacking.

• Experience in the broking, banking, and finance industries is highly preferred. Experience in the BPO industry will also be considered, provided the accounts managed are similar to those in the aforementioned sectors.

• A high level of proficiency using computers, cloud software, and ticketing systems such as Intercom or Zendesk is beneficial. Proficiency in other ticketing systems will also be evaluated.

• Exceptional attention to detail and comfort with spreadsheets and data management.

• Strong written and verbal communication skills.

• Proficient in troubleshooting and problem-solving.

• Ability to take proactive measures.

• A “Can-Do" attitude.

• Excellent English communication skills, both written and spoken.

• Experience in technical support or training is advantageous but not mandatory.

• Experience with loan processing or finance is beneficial but not essential.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and supportive team environment.