Customer Support Agent
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Job Description
Customer Support Agent providing assistance to users at a B2B SaaS company. Delivering customer support via email, chat, and phone while ensuring service excellence.
Responsibilities:
- Deliver outstanding customer support via email, chat, and phone, embodying Felix's commitment to excellence.
- Ensure all tasks are completed within service level agreements (SLAs) to maintain high service standards.
- Gather and analyse customer feedback to help build a better way forward, communicating insights to internal teams.
- Support the development and upkeep of training documentation to empower both customers and team members.
- Contribute to the creation and enhancement of Help Centre resources, including help articles, FAQs, guides, and video content.
Requirements:
- A quick learner, able to master new systems and tools, with a genuine interest in software.
- Strong written and verbal communication skills, with the ability to build rapport and trust with customers and team members alike.
- A collaborative spirit, capable of working both independently and as part of a multi-region team.
- A proactive problem-solver, curious and committed to continuous learning and improvement.
- Thrives under pressure, maintaining focus and delivering results even in challenging situations.
Benefits:
- Health insurance
- Professional development opportunities
- Flexible work arrangements
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