[Hiring] Customer Support Specialist @99.co

Role Description

99 group is looking for a passionate and customer-focused Remote Customer Support Specialist to join our team. The selected candidate will be responsible for providing rapid, professional and helpful support to customers, partners, startups and other stakeholders. We require someone who communicates well, is detail-oriented and can work autonomously in a remote environment. Experienced multi-taskers who partner with internal teams to offer a terrific experience.

• Handle complaints and resolve problems as the first point of contact for clients.
• Provide fast and effective solutions to consumer concerns and complaints.
• Raise technical or complicated issues to the appropriate internal team.
• Keep a record of customer contact and activity.
• Follow up with clients to ensure concerns are being resolved correctly.
• Answer consumer queries regarding accounts, registration, scheduling, and programming.
• Keep management informed of trends and problems clients experience.
• Collaborate with operations, programming, and innovation teams for enhanced customer support.
• Deliver outstanding professional client experiences consistently.
• Provide suggestions to improve the customer experience and customer support operations.

Qualifications

• Experience in start-ups, IT companies, innovative projects, or professional services.
• Experience supporting remote customers.
• Experience with CRM and Ticketing Systems.
• Fluency in English is a must; other languages are a plus.
• Home office environment.
• Opportunity to work in a creative, international environment.
• Work with startups, organizations, entrepreneurs, and IT specialists.
• Training and professional growth.
• Energetic and team-oriented working environment.
• New work and opportunity around customer experience.

Requirements

• Respond to client inquiries in a professional and timely manner via phone, email, live chat, and ticketing systems (Zendesk, Intercom, Freshdesk, etc).
• Maintain knowledge base by updating internal documentation and customer support articles for frequently asked questions.
• Collect client feedback and suggestions and communicate them to the operations and product teams for service improvement.
• Attain or surpass support KPIs (Resolution Rates, Customer Satisfaction Score (CSAT), and First Response Time (FRT)).