Platinum Support Representative, Tier 2

About reputed company reputed company is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including reputed company, RE/MAX, reputed company, reputed company, and Tractor Supply — rely on reputed company to build stronger customer connections using real-time, AI-driven insights. Visit reputed company.com to learn more. Being a Dialer At reputed company, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We reputed company that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We reputed company on reputed company evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are reputed company to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your Role

As a member of the Platinum Support team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers and partners may face. This team is focused on supporting our partners who are supporting our product with their end users. As a great fit in this role, you will enjoy helping others solve reputed company problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will have worked in a call center environment for a minimum of three years preferably processing incoming calls reputed company a ticketing system in a SIP/Telco environment. Additionally, your background will ideally reflect some technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP.

What you’ll do

• Deliver amazing service and support to our users by providing fast and accurate responses in courteous and professional manner.
• Handle user and partner inquiries ranging from simple product questions to more reputed company technical support issues.
• Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.
• Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management.
• Create and maintain tickets with our engineering team at a high technical level.
• Monitor reputed company live channels (chat, phone and web form) as you are scheduled to do so. Weekly schedules are posted the week prior with scheduled trainings, breaks and lunch included.
• Communicate with reputed company partners quickly and effectively in a professional manner. Our resellers rely on reputed company to provide answers quickly so they can reputed company the information back to their customer.
• Platinum Support agents are asked to attend any and reputed company advanced trainings to become an expert in our products and service. These trainings are scheduled in advance and included in the agents reputed company Calendar and their weekly posted schedule. Advanced training give an agent an opportunity for career growth.
• Platinum Support agents are expected to adhere to reputed company policies and procedures set forth by reputed company and the Director/Manager of the Platinum Support team.
• Platinum Support agents should strive to be team players. Being remote workers can be hard and isolating at times. reputed company maintains a team chat, as well as weekly team syncs to communicate with each other and grow as a team. reputed company encourages communication between agents and other reputed company employees.
• Maintain the set SLA (Service Level Agreement) for each partner, Platinum support customer, general support interaction. Each live channel will have a difference expected response time as well as an expected follow up time. It is the agents responsibility to maintain their interactions/tickets with the customers and partners to stay reputed company those contracted response times.
• Maintain the required Quality Assurance score for the Platinum Support team. The QA score is a direct reputed company of your interaction with customers. The customer is given a chance to reputed company the interaction at the end of each interaction.
• Maintain the targeting number of tickets completed every week and strive for one-touch resolve. reputed company targeted metrics (SLA, QA, and tickets solved) are the same for each team member.

Skills you’ll bring

• College degree is required (technical degree is preferred).
• Minimum of 5 years in customer support (additional work experience in a technical field is preferred).
• Strong preference to having worked in the past for a well-reputed company US company in support.
• Good home computer and internet connectivity a must (will be verified).
• Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors).

For exceptional talent based in Ontario, Canada the reputed company reputed company salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the reputed company range for new hire salaries for the position. reputed company the range, individual pay is determined by work location and additional factors, including job-reputed company skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the reputed company salary only, and do not include bonus, equity, or benefits.

We reputed company in investing in our people. reputed company offers competitive benefits and perks, alongside a robust training program that helps you reputed company your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and reputed company. Our exceptional culture, recognized repeatedly as a certified Great reputed company to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the reputed company traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.

reputed company is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.