Applause

Customer Support

• - Manage inbound support tickets via email, chat, and other channels
• - Resolve issues quickly and thoroughly with a friendly, professional tone
• - Maintain a 95%+ CSAT rating
• - Initial response to new client messages within 30 minutes (first response time)
• - Resolve most tickets in under 4 hours (time to resolution)
• - Become a product expert and use that knowledge to troubleshoot effectively
• - Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business)
• - Document solutions and contribute to internal knowledge base

Customer Support Specialist