Passionate about the world of tech?What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions?Join our Customer Support Consultant team today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.What you will do :Monitor ticket volume and ensure SLA compliance, guiding agents on prioritizing and managing tickets in real timeBalance ticket assignments, reassign tasks to prevent overload, and ensure an even workload distributionContinuously track response times and quality, providing real-time feedback and live coaching for improvementTake ownership of escalated or urgent tickets, resolving them promptly to maintain customer satisfactionManage agent schedules, breaks, and sick leaves to maintain optimal team availability and coverageIdentify and escalate technical or process-related issues affecting team efficiency or customer experienceRegularly review and optimize backlogs, addressing unresolved tickets and redistributing tasks as necessaryConduct monthly 1:1 meetings to support agent well-being, recognize achievements, and address challengesPlan for high-volume periods, adjust workflows, and reallocate resources during unexpected surgesWhat you need to succeed in this role :Excellent English skills (C1-C2 for both spoken and written)Minimum of 2 years in customer supportProven managerial experienceAnalytical and research skillsDemonstrated ability to understand and empathize with customers' needs and concerns.Positive, responsible and proactive attitudeComfortable working in a fast-paced, ever-changing environmentStrong ability to quickly learn and work with multiple software tools and platformsProven capability to handle a high volume of customer inquiries and multitask without sacrificing qualityPersonal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)Will be a great plus :Experience in travel industryExperience with CRM systemsBenefits and Perks :Flexible scheduleOpportunity to work fully remotelyInclusive international environmentCompensation in USDGood bonuses for referring friendsPaid intensive training and probationWork-life balanceResponsive management interested in your growth and long-lasting cooperationGreenhouse conditions for self-developmentWho we are :SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.We work with clients from over 30 countries and speak over 60 languages.Since 2010, we've become an industry leader in premium outsourced customer support and turned global with 7 hubs around the world.We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills!Visit our website : www.supportyourapp.comDISCLAIMERWe are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.
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