Job Description

Provide frontline customer support

Operate in a 24/7 environment, handling inbound inquiries Via chat and email.

Key Responsibilities:

Customer Interaction: Handle all incoming questions, troubleshoot issues, and provide product guidance.

Retention: Attempt to retain customers who may be considering cancelling their subscription.

Escalation & Reporting:

Identify and report trending issues to SMEs.

Escalate advanced cases promptly when resolution requires deeper investigation.

Ticket Management:

Document all interactions in Zendesk (or equivalent ticketing tool).

Ensure customer follow?up until resolution.

Performance Metrics:

Meet/exceed monthly KPIs, including Quality Assurance (QA) scores, productivity, retention rates, Average Handling Time (AHT), and First Response Time (FRT).

Collaboration: Coordinate with teammates, SMEs, and Supervisors to ensure smooth workflow and knowledge sharing.

Qualifications:

Previous experience in technical support covering chat, and email channels.

VPN background is a plus, though not strictly required.

Excellent English communication skills (written and verbal).

Ability to work in a 24/7 shifting schedule.

* Strong problem?solving, attention to detail, and customer service orientation.