Customer Support Agent
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Job Description
Customer Support Agent managing asynchronous email tickets and learner inquiries for ALX Africa. Aiming to deliver high-quality, human support experiences with structured problem-solving.
Responsibilities:
- Own async email tickets and backlog items from intake to resolution.
- Respond to learners with clarity, warmth, and precision.
- Follow documented workflows and escalation guidelines consistently.
- Ensure tickets are properly tagged, categorised, and documented.
- Escalate technical or high-impact issues to senior team members when needed.
- Contribute to knowledge base updates under guidance.
- Participate in weekly trend reviews and learn how to interpret support data.
- Spot patterns in recurring issues and raise them early, backed by clear data and insights.
- Support social media escalations in collaboration with the broader team.
- Maintain high QA standards across volume and complexity.
- Strengthen the customer journey by ensuring our support experience is predictable, trustworthy, and human.
Requirements:
- Must have graduated from an ALX Program within the past 12 months.
- Excellent written communication with the ability to make complex things simple and human.
- Strong attention to detail and consistency.
- Fast learner with a bias toward action and continuous improvement.
- Comfortable working within structured systems and documented workflows.
- Willingness to receive feedback and improve quickly.
- Self-driven and reliable in a remote work environment.
- Comfortable using ticketing tools such as Freshdesk, Zendesk, Hubspot, or similar platforms (or able to learn quickly).
Benefits:
- Health insurance
- Professional development opportunities
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