Customer Support/ Customer Service

Job Description

• Review issues and contact clients to understand problems. Ensures they stay informed as to the status/solution of their issue.
• Utilizes troubleshooting tools to help resolve client issues.
• Resolves or escalates client issues, and documents the whole process.
• Collaborates with internal or external teams to resolve moderately complex client issues.
• Attends readiness training and non-technical training to ensure that they become proficient in support topics.
• Provides feedback to improve products to internal teams.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Job Requirement

•  Proficient in conversational English
• Customer Service mindset.
• Ability to explain technical concepts in an easy-to-understand manner.
• Strong interpersonal skills, including patience, empathy, and active listening.
• Detail-oriented with excellent multitasking and organizational abilities.
• Basic to intermediate troubleshooting of software and hardware.Familiarity with customer support tools, CRM and ticketing systems (e.g., Zendesk, Freshdesk).
• More than 1 year of experience in customer service, technical support, or a similar role.
• Preferred experience working with organizations such as Concentrix, Transcosmos, or iTechwx.
• Willing to work night shifts to align with U.S. hours,specifically divided into shifts based on U.S. time zones.

Working hours: Monday to Friday (from 21:00 PM to 7:00 PM).