Customer Support Agent

We are looking for a proactive, reliable, and customer-focused Customer Support Agent to join our team. The ideal candidate should be a fast learner, capable of handling multiple tasks simultaneously, and committed to delivering high-quality customer service. This role requires strong communication skills, quick problem-solving abilities, and strict adherence to service standards and response times.

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.

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.

Candidate Criteria

Essential Requirements

• Excellent written and verbal English communication skills.

• Strong customer service mindset with a solution-oriented approach.

• Ability to handle 12+ tickets/emails per hour efficiently.

• Proven ability to multitask and manage priorities effectively.

• Fast learner with the ability to quickly adapt to new tools and processes.

• Strong attention to detail and commitment to service quality.

• Reliable, transparent, and accountable in daily work.

• Comfortable working in a fast-paced environment.

• Ability to understand customer questions accurately and provide prompt resolutions.

• Strong problem-solving and critical-thinking skills.

• Ability to work independently while collaborating with team members.

Technical Requirements

• Experience using email platforms, ticketing systems, and customer support tools.

• Proficiency in Google Workspace or Microsoft Office.

• Comfortable working with multiple tabs, systems, and applications simultaneously.

• Access to a second monitor/screen for enhanced productivity and efficient ticket handling.

• Stable internet connection and suitable work-from-home setup (if remote).

Key Performance Indicators (KPIs)

• Ticket Handling Speed: Minimum 12 tickets/emails per hour.

• SLA Compliance: 100% response within 24 hours.

• Quality Score: Accurate and professional responses with minimal errors.

• Resolution Efficiency: Quick and effective issue resolution.

• Customer Satisfaction: Positive customer feedback and service ratings.

• Productivity: Effective use of tools and second-screen setup to maximize efficiency.