Senior Support Representative

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

📋 Description

• Deliver advanced troubleshooting assistance for intricate issues and inquiries from Consumer Support Representatives.

• Support CSRs in the escalation and resolution of issues.

• Ensure management of appropriate escalation channels.

• Aid management in developing strategies for phone, email, and live chat queue management.

• Mentor and coach CSRs to promote ongoing education.

• Address escalated customer and webmaster concerns to their satisfaction.

• Comprehend queue service level expectations and allocate available staff effectively to meet service levels.

⛳️ Requirements

• In-depth knowledge of internal systems, policies, and procedures.

• Capability to identify tasks that require completion and execute them with guidance from supervisors.

• Strong critical thinking skills for resolving customer and merchant issues.

• Proven ability to manage high-stress levels effectively.

• Capacity to maintain focus on current tasks, ensuring timelines are adhered to without negatively impacting operations.

• Exceptional command of the English language, both spoken and written.

• Willingness to work Sunday–Thursday, from 12AM to 8AM.

• Location: Serbia.

🏝️ Benefits

• Full-time employment.

• 40-hour work week schedule.