CX Associate / CSR

The company is engaged with migrating customers to a new platform and needs help supporting the customer base via a ticketing system.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answers tickets in queue and incoming via emails and chat related to:

  • General and technical platform questions and inquiries, pre-sales and how-to questions

  • May progress to questions about migrating from the old platform to the new platform

• Resolve problems and challenges

• Communicate with client Manager and technical staff and escalate outstanding issues when required.

• Perform work on web-based email and chat system as required to resolve user experience.

Key Qualifications:

• High level of written and oral communication that includes, follow- up skills to ensure the issues are resolved in their entirety, and ensure that top clients are satisfied.

• Extremely organized with strong attention to detail

• Strong technology background experience is a plus, including experience with web-based platforms

• Interest in photography a plus

• Experience with Zendesk is a plus

• Willingness to work on weekends within a set schedule as the support is for 7 days/week

• 3-7 Years of CSR Experience

Shift / Hours:

CSR #1:

Wednesday to Sunday from 6:00 AM PHT 3:00 PM PHT (outside of DST) 0r 5:00 AM PHT 2:00 PM PHT (during DST)

CSR #2:

Sunday to Thursday from 2:00 PM PHT 11:00 PM PHT (outside of DST) or  1:00 PM PHT 10:00 PM PHT (during DST)

Training Schedule:

There will be training during the first 4-6 weeks and will be conducted from: Tuesday Saturday from 6:00 AM PH 3:00 AM PH