Offer summary

Qualifications:

3+ years of experience in complex technical support within a tech or fintech environment., Proficiency with customer support tools such as Intercom, Zendesk, JIRA, or Excel., Strong troubleshooting skills, particularly related to payment issues., Fluent in English with excellent verbal and written communication skills..

Key responsabilities:

Efficiently manage incoming customer support tickets via email, phone, and chat.

Diagnose and resolve customer issues related to platform usage and payments.

Contribute to and maintain a comprehensive knowledge base to assist customers.

Work closely with other teams to address complex issues and ensure a seamless client experience.

Job description

About RemotePass

RemotePass is a leading global platform transforming the way businesses access and manage top talent. Recognized as one of G2’s Top 100 Fastest Growing Software Products; we’re on a mission to break down geographical barriers and create a world where exceptional talent can thrive anywhere.

By streamlining global hiring, onboarding, payroll, and compliance, RemotePass empowers organizations to build high-performing remote teams. Our platform is designed to improve the lives of millions of workers worldwide by providing them unprecedented opportunities to connect with global employers and reach their full potential.

We are backed by world-class investors: Endeavor Catalyst, Khwarizmi Ventures, Oraseya Capital, Flyer One Ventures, Access Bridge Ventures, A15, Swiss Founders Fund and Plug & Play.

Job Overview

The Customer Support Agent is responsible for providing exceptional customer service to RemotePass platform users. This role involves handling a variety of inquiries and issues related to the RemotePass platform and payments, ensuring timely resolution and satisfaction.

Responsibilities

Ticket Management: Efficiently manage incoming customer support tickets via email, phone, and chat.
Problem Resolution: Diagnose and resolve customer issues related to platform usage, payments, account management, and technical difficulties.
Knowledge Base: Contribute to and maintain a comprehensive knowledge base to assist customers and improve support efficiency.
Customer Satisfaction: Strive to exceed customers' expectations by providing prompt, accurate, and helpful support.
Collaboration: Work closely with other teams (e.g., engineering, compliance, product) to address complex issues and ensure a seamless client and customer experience.
Elevate CSAT: Follow policies, procedures, and standards to contribute to achieving a high Customer Satisfaction (CSAT) score.
Process improvement: Accurately log and track customer interactions, issues, and resolutions in the company’s customer support tools.

Qualifications

3+ years of experience in complex technical support within a tech or fintech environment.
Experience in BPO or call center operations is a plus.
Proficiency with customer support tools such as Intercom, Zendesk, JIRA, Excel, or similar platforms.
Strong troubleshooting skills, particularly related to payment issues.
Ability to simplify complex issues and communicate them in a clear, customer-friendly manner.
Excellent problem-solving abilities with a customer-first mindset.
Fluent in English, with exceptional verbal and written communication skills.
Quick learner with the ability to adapt to new technologies and platforms efficiently.

Preferred Qualifications