Customer Support Agent

Key Responsibilities

• Respond to customer inquiries via email, ticketing systems, and other support channels.
• Handle a minimum of 12 tickets/emails per hour while maintaining accuracy and service quality.
• Ensure 100% SLA compliance, responding to all customer inquiries within 24 hours.
• Understand customer concerns quickly and provide accurate, effective, and timely resolutions.
• Deliver excellent customer service while minimizing unnecessary back-and-forth communication.
• Escalate complex issues to the appropriate departments when necessary.
• Maintain transparent and professional communication with customers and internal teams.
• Be open to feedback, discussions, process improvements, and changes in workflows.
• Manage multiple customer requests simultaneously while maintaining attention to detail.
• Utilize a dual-screen setup (second monitor) to improve efficiency and productivity.
• Keep accurate records of customer interactions and resolutions in the support system.
• Continuously learn new processes, products, and tools to improve support performance.

Note: This is a contractual role for 7 months.