Customer Support Specialist - Fully Remote - Work from anywhere!

Why?

With so many companies transitioning to remote work, what we offer is more relevant than ever. We need great people who can hit the ground running and provide great front line support to our customers.

What?

You'll be joining a well-oiled machine and serving as the first point of contact for inbound conversations. You'll assist where you can and escalate tickets to subject matter experts (SMEs) when needed. We have a lot of customers and customer employees that require a great customer journey, of which Support is key to delivering.

Who?

You have an incredible drive, are task-oriented, and are naturally curious and independent in your work. You have the drive and will to own the support queue, and engage in delivering great support to our customers by thriving to drive one touch resolution. You are empathetic and thrive in a fast-paced environment.

The detail

About Omnipresent

Remote work is one of the great equalisers of our time, allowing people to secure employment opportunities from companies around the world, no matter where they were born or where they live.

Yet, at a time when remote work is exploding, most companies are finding it too complex, costly and time-consuming to employ workers internationally. At Omnipresent, we’re cutting this complexity and providing our clients, and their remote workers, with a simplified, cost-effective and legally compliant employment experience. With a network of legal entities across the world, coupled with an automation-focused tech platform, we’re building the premier global employment-as-a-service offering on the market.

Your role

The Support Specialist in the L2 team will be our 2nd level support for customers. In addition to all the usual stuff a front line support rep does in a SaaS startup, you will be:

1. Providing second-level support to customers via email and chat within the Central Standard Time zone (9-5 CST).
2. Working independently on first and second level issues.
3. Triaging customer enquiries. Differentiate between the issues that can be solved with help of existing documentation, or with routing questions to internal and external SMEs, and issues that require complex researching and multiple SMEs assistance.
4. Recognising issues demanding urgent action and escalating them to support leadership immediately.
5. For issues where documentation isn’t readily available, as a first line, get assistance from the wider support team. If the issue is deemed as level 2, own it until resolution.
6. Documenting customer service interactions in the ticket management system.
7. Adhering to the defined SLA’s on first response and resolution timings.
8. Adhering to the best effective business communication practices, internal communication style guidelines, and providing precise, correct, and timely responses with a human touch.
9. Adhering to the company security and data protection practices.
10. Documenting and updating processes when required.

You’ve done some of these things…

1. Delivered tasks and worked on projects of a limited scope, in collaboration with more senior team members. Focused on learning existing tools, resources and processes.
2. Followed standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
3. Built stable working relationships internally.
4. Delicately navigated customer objections and demands.
5. Used judgment, discretion, and resources to solve a variety of problems of limited scope and complexity.
6. Sought guidance from supervisor and more senior peers as needed when determining appropriate courses of action.
7. Supported customers via chat, email, or even phone.
8. Demonstrated strong written communication skills in English (an additional language is a plus).
9. Demonstrated compassion and patience.
10. Worked in or closely with an HR team.