Customer Support Agent

Customer Support Agent – Job Description

Role Brief:

A Customer Support Representative will provide day-to-day email / chat service and technical support for customers.

This role requires excellent communication skills, creative and analytical thinking abilities, and the ability to learn and adapt to change quickly.

Core Responsibilities:

• The representative will have daily email interactions with customers and will handle all issues from end to end.
• Be an expert in the product and be able to address customer inquiries in an effective and efficient manner.
• Provide comprehensive information regarding the products and services offered.
• The team member must quickly and effectively build rapport with customers, as well as diagnose and resolve technical and payment issues.
• This person will need to be able to provide great service without escalations and have the ability to provide an overall excellent customer experience.
• Representatives need to be able to perform well under pressure in a high-volume environment.
• Representatives will be expected to reach productivity and quality goals.

Candidate Profile:

Education

• High School Graduate or Equivalent

Required Experience

• Minimum 1 year as an agent in an email / chat process
• Experience meeting hourly and daily production targets
• Core competencies –
• Proven experience in technical support or customer support environment serving customers
• Previous experience in script free email /chat process
• Excellent communication skills, both written and verbal
• A service-oriented, customer-centric personality with the ability to ensure customer engagement by managing support queries
• Willingness to keep abreast of new updates, issues and resolutions
• Flexible in schedule – Must be okay to work any shift in a 24/7 period
• Good technical aptitude
• Multi-tasks effectively (can handle multiple customer conversations simultaneously)
• Quickly identifies issues and customer pain points (reason for contact)
• The ability to address complaints and resolve conflict in a professional and decisive manner
• Understands tone of written conversations, including trigger statements, and address all of the customers concerns without needlessly dragging out the conversation
• Actively plays mobile, PC, and/or Console games
• Experience working directly with Payment Providers to resolve Payment Issues is a plus
• Can work either 10 am-7 pm Tuesday through Saturday, or 2 pm-11 pm Sunday through Thursday.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Shift:

• 8 hour shift
• Evening shift
• Rotating shift

Ability to commute/relocate:

• Bethlehem, PA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This role will require professional writing skills to support customers. Do you have experience writing professional emails?
• Are you willing to work one of the following shifts: 10 am-7 pm Tuesday through Saturday, or 2 pm-11 pm Sunday through Thursday.

Education:

• High school or equivalent (Required)

Work Location: In person

Salary : $16 - $18