Customer Support Agent in Reply.io

4 вересня 2024

Customer Support Agent

віддалено

Reply.io is a fast-growing SaaS company that helps businesses automate their sales and outreach processes. We are committed to delivering exceptional service and solutions to our clients worldwide having one of the best customer care teams in the business. As we continue to expand, we are looking for a dedicated and motivated Customer Support Agent to join our team.

Role Overview

We are seeking a proactive individual to join our team as a Customer Support Agent. In this role, you will be responsible for providing exceptional support to our clients through chat interactions, addressing their inquiries and concerns about our product. As a Customer Support Agent at  Reply.io , you will be the first point of contact for our customers, providing timely and effective assistance to ensure a positive user experience. You will work closely with your fellow support teammates, technical support team, and other departments to resolve issues, answer inquiries, and guide customers in using our platform effectively.

Requirements

• Previous 1+ year experience in a customer (client) support role, preferably in a SaaS or tech environment
• Excellent written and verbal communication skills in English and Ukrainian
• Strong problem-solving skills with the ability to think on your feet
• Familiarity with chat support ticketing systems (Intercom, Jira) is a plus
• Basic understanding of software and web technologies; experience with SaaS platforms is an advantage
• Ability to work independently and as part of a team in a fast-paced environment
• A customer-centric attitude with a focus on delivering positive experiences
• Analytical mindset with a focus on continuous improvement and data-driven decision-making.

Responsibilities

• Respond to customer inquiries via chats, emails and occasional Google meet calls (for senior support agents) in a timely and professional manner
• Troubleshoot and resolve customer issues related to product features, settings, and integrations
• Guide customers through our platform, offering advice on best practices and tips for optimal use
• Collaborate with the technical team to escalate and resolve complex technical issues
• Contribute to the creation and improvement of support documentation, FAQs, and guides
• Participate in ongoing training to stay up-to-date with product updates and new features
• Provide feedback to the product and development teams based on customer insights
• Ensure a highest level of customer satisfaction by delivering exceptional service.

Work in shifts (Kyiv time)

Currently, our team operates in shifts from 9 a.m. to 2 a.m. (Kyiv time), and we are eager to welcome new team members for the following shifts:

• 18-02:00

We offer

• Working with the leading product on the US and Global market
• Real opportunity for professional growth and self-improvement
• Work from home or co-working space (we cover the co-working costs)
• We provide the latest equipment and any necessary things for your comfortable work
• Access to internal business literature, training, seminars
• Unlimited number of sick leaves
• Awesome colleagues and a pleasant working atmosphere
• Corporate celebrations and fun activities, some of them unforgettable.