Support Agent

2 weeks ago

Remote, India Visme Full time

Do you love helping others achieve their goals and assisting them through challenges? Visme’s looking for a highly motivated individual to join our support team in servicing our millions of users. If you have a passion for creativity, digital design, communications, and helping organizations achieve greatness in how they create amazing visual content, then you may be the right person for the job.

Learn more below and connect with us to chat about how you may be a fit to join our amazing, remote team

**About Visme’s Support Model**:
Thousands of Visme users access the platform daily to create visual, graphic-design quality content. Visme’s user base consists primarily of non-designers; therefore, our support team sits as a key gatekeeper in helping non-designers create amazing visual content. Our users generally need assistance in the following areas:

- **Technical questions** relating to their ‘design goals’ or ‘creative goals’ & what steps will guide them to this goal (most of these questions can be answered through Visme’s Support Center of articles and video tutorials - sometimes users need help locating these articles and benefit from added discussion).
- **Account management needs** - including adding more users to their plan, in which case, the Support team captures these users as leads for our Sales team to engage with them as a sales opportunity.
- **Account/Billing inquiries** - Rudimentary understanding of billing cycles, identifying language to understand what the user needs + where/when to escalate effectively to meet those needs, & understanding identifying account information for investigative purposes.
- General inquiries about the platform and it’s capabilities, as well as partnership opportunities or other communications that support will triage to other decision makers and stakeholders at Visme for needed review.
- Identifying user experiences - understanding how to classify the experience (such as: local issues, platform bugs, user knowledge gap and opportunity for further learning, etc) in order to act on the corresponding assistance or escalation.

**Things you’ll be doing**:

- Answering support tickets and live chat with excellent writing skills (in written English). The ability to communicate technical situations or design steps in an ‘easy to read’ understandable manner. Correspond effectively with Visme users to identify their creative goals or investigate their reported experience properly to provide additional help. This can include written walk-throughs about how to achieve specific creative goals in Visme - articulating processes to accomplish a user’s project needs, or providing technical support when something isn’t working as expected for the user.
- Collaborating internally with your fellow support agents to review technical situations for further testing and communication needs with customers. Also collaborating with the Customer Success team and Sales to answer questions that may come up from prospects, key accounts and clients.
- Following proper procedures for ticket management and chat in order to meet SLAs.
- Schedule: We’re looking to discuss the need for full-time or part-time schedule Monday through Friday with predefined shifts - with the potential need to perform weekend ticket check-in during 2-3 weekends per month (Saturday and Sunday) to work on new tickets that come in over the weekend to ensure the maintenance of our 24/7 support model.

**Your qualifications**:

- At least 1 year of experience in supporting users/prospects/customers with their needs within a SaaS company.
- Strong technical communication skills while also being able to communicate things simply and clearly for the user (strong English writing skills are important).
- A passion for presentations, communications, and design - along with unwavering enthusiasm for helping people general amazing visual content.
- Highly organized and responsive to internal and external stakeholders.
- Exceptional written and verbal communication skills.
- Familiar with working in Hubspot/Zendesk, Slack, Google Suite etc.
- Comfortable and energized by operating and problem-solving in a fast-moving organization.

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