Technical Customer Support Agent

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.

Will have an advantage if you have:

• Previous experience with remote working is beneficial

• Experience working with Facebook

• Experience working in high-risk niches such as crypto, casino, nutra, etc.

• Have provided support for software companies in previous roles, tech savvy