Support Agent - US
Support Agent - US
Posted on :
25-10-2023
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Job Description
Support Agent US
At Zaptic, we are committed to building a company that is diverse and inclusive, tackling underrepresentation in the tech industry one hire at a time
About Zaptic
Zaptic is changing the future of industrial work by delivering contextualised, on-the-job assistance to frontline workers. Our connected worker application is already vital to the Industry 4.0 and operational excellence journey for some of the world’s largest manufacturers. It is helping to shape the role of people in the future of industrial work.
At Zaptic, you will be part of
The Role and the Team
This role is just for you if you are excited by
- Triaging customer queries to the appropriate internal departments and work with them to resolve inquiries and issues efficiently and effectively
- Using ticketing systems to manage and track customer inquiries
- Escalating complex issues to the appropriate team members and follow up until resolved
- Working independently and collaboratively with a distributed team across different countries and time zones
- Identifying trends in customer inquiries and work closely with other teams across the company to assist in solving problems and ensure the best possible outcome for our customers.
- Managing and curating our knowledge base, ensuring it is up to date, accurate, and user-friendly
- Continuously improving the support process and workflow, assisting in the development of new processes, process documentation, training, and client communications
Requirements and Skills
- Proven experience in a B2B support role, preferably in a tech startup environment
- Strong problem-solving skills and ability to think creatively
- Excellent verbal and written communication skills
- Experience working with ticketing systems (e.g., Zendesk, Freshdesk, etc.)
- Ability to work independently and with a distributed team across different countries and time zones
- Strong attention to detail and ability to multitask
- Start-up experience
Benefits & Perks
Employment Type
Remote
Company Industry
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
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