Position Summary:
As a Customer Support Representative- Tier 1, you will serve as the first point of contact to customers and must be focused on providing an excellent customer experience and reviewing compliance processes. CSR Tier 1 will handle all incoming requests on chat and email
Role and Responsibilities:
- Become an expert on the product, knowing all the specifics of its functioning.
- Acts as 1st level escalation for complex inquiries
- Provide first-level support to customers via email and/or chat in a timely and professional manner.
- Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Work on creating, updating, or adjusting customer accounts by documenting personal information.
- Collaborate with colleagues and management on best practices and insights about any aspect of the job or it duties.
- Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms.
- Process and prepare information for auditing and reporting purposes.
- Update internal and customer-facing knowledge bases
- Convert clients’ feedback into feature requests for the development of the product.
- Escalate unresolved issues to Tier 2 or higher support or relevant departments while maintaining ownership of the case until resolution.
- Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
Qualifications:
- Must be able to work full time, 40 hrs per week
- Able to work on shifting schedule
- Excellent English communication skills both verbal and written