Customer Service Agent
Be Global E-commerce Corporation
Job Level
Mid-LevelSenior
About the role
- Member of Tier 1 Support Group
- Respond promptly and courteously to general customer inquiries in accordance with SLAs
- Collaborate with team members to address customer inquiries and issues
- Actively participate in team meetings and collaboration sessions to stay informed about product updates and common issues
- Expand into other support areas based on business needs and provide cross-area support
- Collaborate with subject matter experts to address complex customer issues
- Escalate issues to engineering via Jira and maintain ownership through resolution
- Seek oversight and assistance from Level 2 mentors or leads for challenging queries
- Collaborate with higher-level team members to enhance skills and knowledge in issue resolution
- Escalate to higher-level team members or leads as needed
Requirements
- Advanced English level.
- Ability to work in a fast-paced environment with competing priorities
- Previous experience in a customer-facing support role utilizing ticketing system(s) for issue tracking such as Jira, Freshdesk, or similar
- SaaS experience a plus
- Basic understanding of technical support concepts and troubleshooting techniques.
- Strong communication skills with the ability to convey technical information clearly and concisely.
- Familiarity with supporting and troubleshooting API and CSV data integrations is highly desirable.
- Familiarity with Jira, Freshdesk, or similar ticketing systems.
- Familiarity with Accounting terminology is a plus.
- Collaborative mindset and willingness to seek assistance and guidance when needed.
