Customer Support Specialist

Summary

The Support Specialist in the L2 team will be our 2nd level support for customers.

Benefits

• • Shared ownership: Being a part of our journey means you'll own a piece of Omnipresent.
• • Flexible working: Work from anywhere in the world! We are genuinely as flexible as the work allows.
• • Development: Training, coaching, and an environment that promotes career ambition and progression.
• • Work environment: We are fully remote, allowing you to work from wherever you live in a flexible manner.
• • Wellbeing: Mental health and wellbeing support and services through Plumm
• • Home office setup: We will provide you with the equipment you need to work from home: laptop, monitor and we will also cover your internet costs.
• • Additional benefits: We offer additional benefits that vary from region to region, such as medical, life insurance, pension/retirement funds and more!

Responsibilities

In addition to all the usual stuff a front line support rep does in a SaaS startup, you will be:

• • Providing second-level support to customers via email and chat within the Central Standard Time zone (9-5 CST)
• • Working independently on first and second level issues.
• • Triaging customer enquiries. Differentiate between the issues that can be solved with help of existing documentation, or with routing questions to internal and external SMEs, and issues that require complex researching and multiple SMEs assistance.
• • Recognise issues demanding urgent action and escalate them to support leadership immediately.
• • For issues where documentation isn’t readily available, as a first line, get assistance from the wider support team. If the issue is deemed as level2, own it until resolution.
• • Document customer service interactions in the ticket management system.
• • Adhere to the defined SLA’s on first response and resolution timings.
• • Adhere to the best effective business communication practices, internal communication style guidelines, and provide precise, correct, and timely responses with a human touch.
• • Adhere to the company security and data protection practices.
• • Documenting and updating processes when required.

Desired Traits and Characteristics

You have an incredible drive, are task oriented, and are naturally curious and independent in your work. You have the drive and will to own the support queue, and engage in delivering great support to our customers by thriving to drive one touch resolution. You are empathetic and thrive in a fast paced environment

Qualifications

• You’ve done some of these things…:

  • • Delivered tasks and worked on projects of a limited scope, in collaboration with more senior team members. Focuses on learning existing tools, resources and processes.
  • • Followed standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • • Built stable working relationships internally.
  • • Delicately navigated customer objections and demands.
  • • Used judgment, discretion, and resources to solve a variety of problems of limited scope and complexity.
  • • Sought guidance from supervisor and more senior peers as needed when determining appropriate courses of action.
  • • Supported customers via chat, email, or even phone.
  • • Demonstrated strong written communication skills in English (an additional language is a plus)
  • • Demonstrated compassion and patience.
  • • Worked in or closely with an HR team.

About Omnipresent

Remote work is one of the great equalisers of our time, allowing people to secure employment opportunities from companies around the world, no matter where they were born or where they live. Yet, at a time when remote work is exploding, most companies are finding it too complex, costly and time consuming to employ workers internationally. At ​Omnipresent​, we’re cutting this complexity and providing our clients, and their remote workers, with a simplified, cost effective and legally compliant employment experience. With a network of legal entities across the world, coupled with an automation-focused tech platform, we’re building the premier global employment-as-a-service offering on the market.

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