Job description

Technical Customer Support Agent

As our technical customer support rep, you will interact with our customers via our chat support systems, calls, and other communication channels. Your primary tasks involve answering questions and providing priority support to our SaaS customers. You will also assist with sales, account updates, information dissemination, and escalations.

The environment is fast-paced and dynamic and offers a rewarding career to someone who derives fulfilment from resolving customer queries efficiently and effectively. Your primary function will be to resolve technical customer queries related to our SaaS platform, FBAS.

As a member of our customer support team, you'll get to work in an exciting industry and for a company that provides a cutting-edge SaaS platform that helps customers promote high-risk offers (casino, crypto, nutra, etc.) to their customers.

Your daily responsibilities would include:

Assisting customers with system and account setups so that they can effectively launch advertising campaigns
Troubleshooting and assisting with queries related to system, account creation, payment and card features, etc.
Troubleshooting and assisting with advertising campaign launches and glitches via the system
Assisting customers to navigate our system features and toolsets so that they get maximum value.
Assisting customers with domain and proxy queries and setups
Troubleshooting proxy and domain related issues
Helping customers card setups for media buying
Offering an extension of after-hours support to our customers on behalf of technical departments.
Assisting with outreach and sales
Managing our accounts inventory through effective farming methods and techniques
Assisting with customer communication and information dissemination

The ideal candidate:

Is sharp, energetic, and intelligent and can communicate with insight and understanding, concisely and clearly
Is proactive and responsive in dealing with customer queries
Demonstrates consistent administrative efficiency and accuracy
Is determined to reach constructive relationship outcomes

Demonstrates a high level of proficiency in:

Communication: Written and spoken English
Listening and comprehension
Understanding of concepts, system features policies and procedures
Administrative skills, attention to detail and troubleshooting
Understanding technical and business concepts at a high level
Questioning, taking ownership of and simplifying tasks to achieve customer satisfaction.