Customer Support Representative

General job description:

On Upgrade to see actual info, our customer support team needs to be available 24/7 to offer our users live chat-based assistance in English for various types of user issues – this includes: problems with completed tasks, reward redemption issues, encountered bugs (which may require escalation with our development team) and other general questions based around our project.

Regardless of the complexity of each support inquiry that you get, you will be responsible for always offering the user a quick and helpful support experience while also making it clear to every user that we care about them and their specific inquiry and want to resolve it, if you ever can’t resolve an issue yourself directly and need to get things double checked with your colleagues first or require the authorization/input of a higher up to proceed, you will need to transparently communicate this with the user as well so they know what’s going on and when they can expect to hear back from us.

Giving users a great feeling combined with a helpful solution when handling their inquiries plays a large role marketing wise as well due to a good support team automatically creating a great word of mouth for our product – we are looking for motivated support agents that are willing to understand our product and our users well and we look forward to rewarding high-performers accordingly as well with fair salary raises and further planned bonuses.

This good experience needs to be delivered to our users on an efficient basis however as our support team will receive hundreds of inquiries per day during their shift.

The job will be fully remote and you will stay in touch with our team via chats and regular calls, your shift times will be flexible as long as you coordinate them with your colleagues as we are looking for a 24/7 coverage in the end – this is a fulltime position so we are not looking for partially available support agents that already have a different job elsewhere.

You will receive proper on-boarding after getting hired to ensure that you are familiar with the most frequent cases, the general ways we work and tools that we use, aside from that your colleagues will also always be there for any further questions – being familiar with tools like Intercom, Upgrade to see actual info, Slack and Notion already helps.

Additionally, we’re expecting you to be familiar with general troubleshooting steps and assisting users accordingly in a live chat environment while being able to understand the underlying issues that users are running into when getting in touch with us to resolve them properly using the tools and knowledge that you have access to.

Lastly, you should also be able to spot general issues with our support system and come up with improvements or suggestions on how we can optimize the way we work – this will become relevant to you after working with us for a few months.

High performing support agents will be rewarded accordingly as we are offering a lot of ways for you to get promoted over your time at Upgrade to see actual info!

Core Objectives

- Be available for any incoming support conversations during your shift and assist users with their issues quickly and accurately
? KPI goal: Average time of 2 minutes or less per reply to each support conversation and a customer satisfaction rate of over 70% (the higher, the better for future promotions)

- While working on processing reward withdrawals of users, be able to process any incoming withdrawals quickly while still checking that all earnings look legitimate to avoid that fraudsters easily get away with withdrawing their coins

? KPI goal: Average time of 5-10 minutes to process reward withdrawals with a maximum chargebacks/fraud rate of 10% over the long run

- Make sure to accurately ban anyone that violates our ToS (fraudsters, VPN users with bad intentions, alt accounts, etc.)
? KPI goal: No hard KPI as ban percentages vary based on the amount of on-going fraudulent activities for a specific period, it should be similar to the ban percentages of your colleagues over time however

Job Type: Full-time

Salary: Php 380.00 - Php 650.00 per hour

Benefits:

Flextime
Opportunities for promotion
Pay raise
Work from home

Supplemental pay types: Overtime pay

Customer Service Representative experience: 1 year (Preferred)

Language: English