Technical Customer Support Agent - English (Work from Office - Immediate Joiners)About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.
With over 20 years of experience, 18,000+ team members, and campuses around the globe, we obsess about our clients by providing remarkable customer experiences for the world's most innovative brands.
Overview of Position
As a TSP support agent, you will be part of a team that helps the Client customers with their questions and issues via email.
You will use your system knowledge and customer service skills to provide solutions and guidance to the users, as well as to represent the Client brand in a positive and professional manner.
You will also be expected to meet quality, productivity, and customer satisfaction targets, and to stay updated on the latest product features and improvements.
As a Technical Customer Service Representative (English) You Will:
Respond to customer-submitted emails in a timely manner.
Email is our primary channel of support in this role.
Queue-based, typing work will account for approximately 90%-99% of the role.
Training, 1:1s/team meetings, reviewing guides/resources will account for about 1%-10% of the time.
Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries.
Independently meet targets across Quality, Productivity, and Customer Satisfaction, in any channel.
Stay up to date on new product features and improvements.
Identify isolated customer experiences and escalate important issues.
As a Technical Customer Service Representative (English), You Have:
Excellent language skills, especially written in English.
Open availability to work a 45-hour work week that spans weekends and holidays as our customers need us.
High school diploma or equivalent required.
3-12 months of working experience.
Experience with Zendesk or other customer service software preferred.
Basic knowledge of Domain, HTML, CSS, and web design principles is preferred but not a requirement.
IT or Customer Service experience will be an advantage (online support preferred, retail, hospitality, etc).
Expertise in written communication and the ability to spot spelling and grammar errors.
Proficiency with decoding conversations, identifying the cause, and aligning end goals.
Working as Technical Customer Service Representative (English), We Offer:
Flexible working from Site (Kuala Lumpur - Q Sentral Building).#J-18808-Ljbffr