Job Description

We're looking for amazing Customer Support Specialists (Reteavals) who love to help people!

Key responsibilities:

• Assist in handling queries via chat and email

• Complete process analysis to improve the way the team works on tasks, alongside helping the team to identify and implement new processes

• Assist in completing individual team projects per quarter

• Have a direct impact on client issues and autonomously handle high-level questions

• Provide the best service to users and create an outstanding experience for all our clients and their employees

Requirements

• 5+ years of customer support experience, with recent experience in a fast-paced, customer-focused environment (product or service-based)

• Experience with high escalations, handling time-sensitive customer concerns

• Experience in managing cases involving coordination between clients, third-party vendors

• Advanced speaking/writing in English

• Microsoft Office (Word, OneDrive, Excel, Etc.)

• Able to generate reports and analyze customer support processes

• Advanced computer skills

• Experience with Zendesk

Characteristics:

• Empathetic and compassionate

• Proactive and confident in dealing with conflict situations and high escalations

• Ability to work on your own and with a team

• Not afraid to take on challenges

• Great eye for processes and ways to find solutions and improve tasks

• Honest and transparent

* This position is hybrid