Customer Support Agent (Technical)
Job Description
Title: Customer Support Agent (Technical)
Company Name: Remote Office (Bangladesh)
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor of Science (BSc) in Computer Science & Engineering, Master of Science (MSc) in Computer Science & Engineering
Experience Requirements:
∎ 1 to 3 year(s)
Job Context:
∎ At Remote Office, we connect talents with global businesses. We are an equal opportunity employer and committed to creating an inclusive environment. We hire, develop, and retain the most talented individuals by celebrating our diverse cultures, perspectives, skills, and experiences.
∎ We are looking for a Customer Support Agent (Technical) who will work directly with one of our Australian Health-Tech company.
∎ Work hour: 06:00 AM to 02:00 PM (GMT+6)
∎ Weekdays: Tuesday to Saturday
∎ Type: Remotely (WFH) at the moment
∎ Needed ASAP
Job Responsibilities:
∎ Empathise with every aspect of the customer experience, put their needs first
∎ Effectively resolve a high volume of customer enquiries in a considerate, accurate, and timely manner via phone, chat and email
∎ Compose thoughtful, personalised responses for a variety of customer requests
∎ Write and update help guides to improve the customer experience
∎ Triage incoming requests and spot trends in customer issues to flag for the wider team
∎ Identify, reproduce, and document bugs for our development teams
∎ Work with the product, development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback
∎ Troubleshoot, diagnose, document and resolve reported issues or escalate to higher support levels or the development team as necessary
∎ Help continuous training & development of our Conversational AI customer assistant
∎ Become a coreplus product expert
∎ Make active contributions to help achieve team goals and successes
∎ Contribute to the ongoing growth and success of your team by participating in documentation, collaborating in projects, undertaking professional development and sharing knowledge
Additional Requirements:
∎ As a Customer Support Agent (Work From Home) for the company, you will be responsible for taking ownership of customer inquiries via online messaging, email and phone and seeing them through to positive outcomes as well as assisting in training our evolving conversational AI assistant.
∎ Using enthusiasm and a professional manner, you will be able to provide great customer service by helping our customers with a variety of questions relating to coreplus software as well as diagnosing any potential issues. You will follow up with customers as well as escalate technical inquiries to higher support levels or the development crews.
∎ Importantly, you will be the first point of contact for the business, so your ability to build rapport and ongoing customer relationships will be key - You will become a product expert and an all-around superhero to our customers!
∎ This role can grow along pathways such as Customer Success Agent, Product Ownership (Entry), Business Analysis (Entry) and other emerging roles within coreplus.
∎ You are a customer service legend who loves helping people and delivering a thoughtful, personalised experience
∎ You have a strong aptitude for technology and are skilled at explaining technical problems in clear and simple terms
∎ Clear communicator with excellent phone manner
∎ You are a skilled problem solver - you have experience thinking up workarounds or can experiment to identify the cause of a bug
∎ You are passionate about technology with a problem-solving mind and looking to find a positive outcome for our customers
∎ A self-motivated learner who is excited about challenging yourself every single day
∎ You have experience supporting an allied health PMS, reservations system or other software as a service (desirable)
∎ Experienced in providing phone, chat and email-based customer support whilst multitasking utilising different support platforms - knowing how to do this well is highly favourable
∎ Self-directed and motivated with the ability to work independently as well as collaboratively in a team environment
∎ Comfortable working remotely
∎ Health-Tech company Digital Healthcare Practice Management Software
∎ Intercom Conversational Relationship Tool
∎ Helpscout Customer Support Helpdesk software
∎ Atlassian JIRA & Confluence Sprint Productivity Tools
∎ Slack Remote Team Communication
∎ General Web-Based IT and Software
Salary: Negotiable
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 8 Oct 2021
Company Information:
∎ 8 Sep 2021
∎ Remote Office (Bangladesh)
∎ Address : Road 31, Plot 459/A, Mohakhali DOHS, Dhaka 1206
Category: Customer Support/Call Centre
:
Deadline Expired on 8th Oct 2021
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