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Customer Support Agent

Permanent

  • Job ID: 457
  • Job Type(s): Permanent
  • Categories: IT Support - Applications, IT Support- Network/Other
  • Posted August 24, 2021
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Enso Recruitment are delighted to be seeking a number of Customer Support Agents to provide support to our client’s customers (end users). In this role you will help users by taking live inbound calls, emails, chats, escalated tickets, and by resolving their questions and concerns to achieve the highest levels of customer satisfaction. You will become a subject matter expert on the product and backend system. You will be part of the rapidly growing Customer Operations team. This is an amazing opportunity to join a hyper growth startup! Our goal is for you to grow with us.  

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

  • Handle inbound customer support tickets (talk, chat, email)
  • Complete full cycle customer support ticket resolution: review ticket, investigate and resolve, provide the resolution to customer via phone, email communication, or chat to ensure full understanding and customer satisfaction with the provided resolution
  • Become a subject matter expert on our product and help educate customers about the multiple product benefits
  • Be a strong team collaborator, have effective multitasking skills, and resolve issues with urgency and care
  • Work cross-functionally if needed to investigate individual employee cases
  • Bring the best version of yourself to work to elevate the collaborative team culture
  • Capture customer insights/feedback to be shared with our product team to improve the User Interface and User Experience

What You Bring to The Table:

  • Bachelor's Degree or 2+ years experience in customer support or client services
  • Strong verbal and written communication skills
  • Computer use experience

Bonus Points for:

  • Demonstrated customer service skills: critical thinking, de-escalation, and problem-solving
  • Genuine care and empathy that is displayed through all interactions
  • Attention to details and accuracy
  • Quick learner and self-starter excited to take on new challenges
  • Enjoys collaborating and working as part of a team; interacting with different personalities
  • Excellent work ethic and attendance
  • Work well under pressure in a fast-paced environment
  • Proficiency in an omnichannel environment consisting of voice, chat and email correspondence
  • Call center or on-the-phones support experience
  • Bilingual English + Spanish
  • Knowledge of Zendesk, Five9 and/or other common support ticketing software
  • The ideal candidate is someone who enjoys researching and helping resolve customer escalations, no matter how big, or small, to ensure the customer has a great experience contacting the support team.

Schedules we are hiring for:

  • Tue-Sat: 7am-4pm GMT
  • Sun-Thu: 7am-4pm GMT

 

The Perks

  • Marketing leading salary
  • Personal progression opportunities
  • Pension
  • Training and development
  • City Centre location

 

Apply Now

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VAT Registration No. 244 2502 37 Level Up Resourcing Limited Registered Northern Ireland No. 636121 Registered Office: Scottish Provident Building, Donegall Square West, Belfast. BT1 6JH.
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