Customer Support Associate

This is a full-time remote role for a Customer Support Associate at PanicGuard. While the role starts as fully remote, if the successful candidate resides in a country where we have an office, transitioning to a hybrid work arrangement will be required.

As a Customer Support Associate, you will be responsible for handling customer inquiries and support requests professionally and efficiently, ensuring a high level of customer satisfaction. You will also assist in quality assurance by testing our applications and providing valuable feedback to help refine and improve our products.

Responsibilities

• Provides customer facing support, including a proactive approach to improving levels of service where possible.
• Manages requests that come in through the support ticketing system in a timely and professional manner.
• Populate the knowledge base for the customer Help Center.
• Troubleshoot and replicate simple to complex issues as reported by customers and escalate complex issues to the appropriate team members.
• Communicate with Technical Department to diagnose problems.
• Prioritize your workload to ensure the most critical issues are resolved first.
• Effectively manage workload.

Qualifications

• 1+ Year of experience in the customer service/customer support industry (Beneficial).
• Grade 12 or equivalent.
• Familiarity with remote desktop applications and help desk software (Beneficial).
• Fluency in English (both written and spoken).
• Computer literacy with an aptitude for tech.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong attention to detail.

Company Description

PanicGuard is a leader in personal safety and lone worker protection solutions, offering innovative, mobile-based applications designed to keep individuals and employees safe in any situation. The flagship PanicGuard app integrates seamlessly with existing security frameworks, providing real-time tracking, instant alerts, and emergency response capabilities. Zecure, a premium offering, is tailored for enterprise environments with advanced features like mass communication and geolocation. HollieGuard supports individuals vulnerable to personal threats with features like personal guardian systems and location tracking.

Seniority level

Entry level

Employment type

Full-time

Industries

Public Safety