Customer Support Advisor

The Opportunity The Customer Support Advisor will ensure the efficiency of the department and provide 24/7 online support, via chat methods, standard support chats- live, email and internal sales QIO and all other standard support inquiries and standard support for customers and team members. This can include training, troubleshooting, and process implementation, as well as daily resolution of more complex customer inquiries or issues. The role may require working outside of regular work hours (e.g., evenings, weekends and/or some holidays). What you’ll be doing every day Customer Service Excellence Demonstrate a customer-first approach by ensuring the highest level of service in every interaction with internal stakeholders Answering and actioning inquiries and Live Chats through various different channels (e.g., email, chat, phone etc.). Continuously strive to improve the customer experience by providing appropriate solutions and guidance. Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided. Product Knowledge Maintain in-depth knowledge of the company’s products and services to provide accurate information and support. Stay updated with new product releases, features, and company policies. Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions. Maintain confidentiality of customer information and adhere to data protection regulations. Team Collaboration & Communication Work closely with a cross functional team to ensure timely execution of all tasks. Take ownership of assigned tasks and projects ensuring they meet established standards and deadlines Proactively report any issues, suggestions or challenges and seek guidance if necessary to ensure task completion and process improvement Training & Development Maintain up-to-date knowledge of new processes, systems and best practices in education credentials. Participate and complete all training programs ensuring continuous development of skills and knowledge relevant to the role. Meet or exceed performance metrics and KPIs related to response times, resolution rates, customer satisfaction scores, and quality of service. What you bring to the table High School Diploma or Equivalent An associate's or Bachelor's degree is an asset1-3 years of customer service experience Candidates must have a personal laptop capable of running modern web browsers and [specific software, e.g., Google based] to facilitate daily tasks and collaboration. Previous roles in customer service, whether in retail, call centers, or other service-oriented industries. This includes direct interaction with customers, handling inquiries, and resolving issues. Strong proficiency in Spanish and English Ability to deliver information correctly and precisely Ability to listen to, understand and answer questions Experience using Google and Office Suites, Adobe Acrobat, etc Strong analytical abilities, detail-oriented, high level of accuracy and ability to maintain confidentiality. Adept researching, investigating and problem-solving capabilities Aptitude for prioritizing tasks Exceptional interpersonal, verbal, and written communication skills Proficiency in proofreading/ editing text to ensure spelling and grammatical correctness Able to work in a collaborative, teamwork environment Able to multi-task and shift roles as per the need/requirement for the day to meet deadlines Able to adapt to new policies and procedures Good knowledge of customer service standards Ability to assess Employees Excellent organizational skills As a remote-first or hybrid role, you are responsible for providing your own high-speed internet and personal computer equipment to ensure a seamless virtual experienceand work experience. #J-18808-Ljbffr