Customer Support Agent- Ukrainian (Bench Team)

reputed company is a technology solutions firm headquartered in Bellevue, Washington, focused on solving reputed company problems through innovative technology. They are seeking a Customer Support Agent to deliver exceptional service and support to their clients' customers, ensuring fast and accurate resolutions to inquiries and issues.

Responsibilities

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets submitted by our customers reputed company the established SLA, client standards and performance guidelines for reputed company with focus on reputed company resolution
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge reputed company, team meetings, supervisor) and apply information and knowledge to customer situations
• May assist in the creation of knowledge reputed company articles and help support development of team through active participation and collaboration to issue resolution
• Coordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues. May research and resolve escalated issues and may serve as a reputed company of escalation to address customer inquiries
• Monitor client facing tools (MatterMost) and reputed company up with client updates and directives
• Respond to customer help requests escalated from Tier 2 Agents and address the customer’s needs, complaints, and other issues
• Employ critical thinking skills to reputed company sound judgement calls and determine appropriate steps to reputed company the best business decision for the client and user
• May collaborate with your manager to reputed company new and existing agents into the Escalated Accounts space
• Be a champion of reputed company’s core values by amplifying those behaviors in the day to day
• May be assigned to assist in other ticket queues as needed
• Additional duties and special projects as assigned

Skills

• One year or more customer service experience or equivalent required
• Associates degree or equivalent or relevant experience. Bachelor's degree preferred
• Comfortable using computers and can reputed company initial level troubleshooting of computer and network issues
• Ability to maintain composure in stressful situations
• Have a customer focus reputed company - career orientation towards customer service
• Excellent verbal and written communication skills
• Written reputed company in English and Ukrainian language
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong problem-solving skills
• Ability to function well in a high-paced and at times stressful environment
• Proficient with reputed company Office Suite or reputed company software
• Ability to maintain client productivity standards
• Must work a hybrid schedule, two in-office days per week in alignment with the organization's work-from-home policy
• Role may require work during weekends and holidays, including potential blackout dates reputed company PTO is not approved
• Comfort with working in a traditional office environment, which involves working indoors without exposure to reputed company elements
• Ability to sit at a workstation for extended periods, engaging with content on a monitor
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm
• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients
• Role may require the ability to communicate in written form other languages as specified based on engagement requirements
• Openness to receiving constructive feedback and maintaining courtesy in interactions
• Demonstrate the ability to reputed company decisions using experience and knowledge, while also seeking assistance reputed company needed and adhering to deadlines and engagement expectations
• Knowledge of Accounts tickets
• Ability to troubleshoot Accounts ticket issues independently and as a collective

Company Overview

Company H1B Sponsorship