Chat/Email Support Representative for an AI company

Contributor Support Representative
Location: Remote (PH)

Job Summary

As a Support Agent, you will be the frontline hero of our contributor support team, providing the first-level of assistance to our Contributors. Your primary responsibility is to deliver quick and effective solutions to inquiries, ensuring a positive contributor experience. This role is the right fit for individuals with excellent communication skills, a people-first mindset, and a desire to gain experience in customer support.


Key Responsibilities

Customer Interaction: Engage with contributors through email, Discourse, Meetings and other channels to provide timely and accurate responses to their inquiries.

Issue Resolution: Efficiently resolve straightforward issues using predefined workflows and scripts within established KPIs.

Documentation: Maintain detailed and accurate records of contributor interactions and resolutions in Zendesk.

Escalation: Correctly identify and escalate complex issues to Support Coordinators or other teams (Payments, STOs, etc.), ensuring comprehensive documentation for seamless handoffs.

Continuous Learning: Participate in training programs to enhance your skills and knowledge, staying up-to-date with product and process changes.


Qualifications

Experience: Previous experience in customer service or support is a must.

Skills: Strong verbal and written communication skills, problem-solving abilities, and attention to detail.

Technical: Basic knowledge of: Zendesk or other ticketing systems (is a must), Slack, Google Suite (Google Docs, Gmail), Zoom

Attitude: People-first mindset, excitement and ability to work in a fast-paced environment, collaborative, desire and proactive willingness to learn



KPIs

The key performance indicators for the Support Agents are as follows. For each one they meet, they earn one Outstanding.

Ticket count

CSAT (customer satisfaction score)

Resolution time



KPIs are measured on a weekly basis, and by surpassing them, agents can earn different bonuses.

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