About the Role:We are seeking experienced and detail-oriented L3 Back-Office Support Agents to join our growing team. This role is ideal for individuals who thrive in solving complex problems and are passionate about delivering high-quality support in fast-paced environments.As a Level 3 agent, you will handle advanced customer issues escalated beyond the L1 and L2 support teams. Your expertise will be critical in maintaining customer satisfaction and ensuring process excellence.Key Responsibilities:- Manage Level 3 escalations from internal support teams- Investigate and resolve complex or sensitive customer issues requiring in-depth knowledge- Work cross-functionally with product, tech, and operations teams to identify root causes and permanent solutions- Maintain thorough documentation of all escalated cases and resolutions- Ensure quick turnaround time while maintaining high standards of communication and accuracy- Contribute to continuous improvement by identifying recurring issues and suggesting process enhancementsRequirements:- 2-3 years of experience in customer service, back-office support, or escalation management ( Email + Chat )- Prior experience in the e-commerce industry is preferred- Strong analytical thinking and critical problem-solving abilities- Excellent written and verbal communication skills- Customer-focused mindset with a calm and solution-oriented approach- Hands-on experience with CRM tools - Freshdesk experience preferred- Ability to work independently and collaboratively in a fast-paced environment- Process Window - 8am to 8pm - Language -English V5 (ref:updazz.com)
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