Customer Support Agent

VirtualVocations

To provide exceptional customer service, the full-time Customer Support Agent will manage real-time support on Intercom, aiming for swift responses within 5 minutes and resolving over 70% of inquiries without escalation, while working remotely during either EU or US shifts. Key responsibilities Respond to incoming messages on Intercom, categorizing and attempting resolution with a target first response time under 5 minutes Utilize knowledge bases and macros to resolve common issues, aiming for a 70% resolution rate without escalation Provide basic configuration assistance and ensure clean escalation to the CS Lead for unresolved issues within 15 minutes Required qualifications Minimum 1 year of experience in customer support, live chat, or ticketing roles Familiarity with support tools such as Intercom, Zendesk, or Freshdesk Ability to navigate SaaS products and explain functionalities to non-technical users Strong typing skills and clear communication in English Reliable and punctual, consistently following SOPs and escalation procedures

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Vacancy posted 8 days ago

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