
Senior Customer Service Representative
8 hours ago
This is a full-time on-site position for supporting our customers. The successful candidate will be responsible for delivering exceptional customer service and technical support to our clients.
The key aspects of this role include:
- Providing swift resolutions to diverse customer inquiries across various shifts, ensuring consistent support coverage.
- Delivering prompt, high-quality responses/support across all support channels (email, chat, video) and providing outbound video call support to customers as requested.
- Utilizing internal documentation and developing comprehensive product knowledge to effectively handle general inquiries, integrations, API issues, and other technical troubleshooting.
- Proactively identifying trends and surfacing them to relevant teams. Reporting missing knowledge articles, HelpCenter articles, or other required edits to senior specialists or managers.
- Staying updated on product developments, policy changes, known issues, user feedback, and comprehensive understanding of the compliance domain, supported products, and integrations.
- Proactively identifying and addressing outages or critical issues, ensuring timely communication with engineers and managers. Tracking and reporting customer feedback to relevant stakeholders for continuous improvement.
In terms of skills and qualifications, the ideal candidate will possess:
- Strong problem-solving skills and attention to detail.
- Effective communication skills, both written and verbal.
- Technical support skills (HTML/CSS/JS) are a plus.
- Bachelor's degree in a technology-related field is a plus.
- Knowledge in the e-commerce industry is a plus.
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