Tier 1 Technical Support

1 month ago

Findlay Township, United States IBEX Full time

Overview

About IBEX.

Ibex represents some of the worlds' leading companies by providing superior service to their customers in areas of phone, chat and email. We know a happy agent makes a quality agent. You make the difference for our customers and your interactions influence how they feel about the brand they have chosen. Our agents matter YOU MATTER Our focus is to provide a seamless candidate experience, a training environment that is conducive to the learner, benefits, perks, and engagement for our agents to ensure they have the best employee experience and the freedom to explore their interests while developing their skillsets.

Headquartered in Washington, D.C., we have delivery locations across 26 sites in seven countries and maintain a network of over 32,000 employees.

About the Role:

Ibex has partnered with an industry leader in technology and tools, to provide world-class experiences to the client's user community. The ideal candidate is inherently empathetic, cultivating customer relationships with ease and leverages their expertise to confidently resolve customer inquiries. Through their knowledge share, support deepens the customer's utilization of their product and effectively on boards them to a suite of product features.

Responsibilities

Responsibilities:

  • Elevate the relationship with customers by not only answering customer inquiries, but relentlessly looking for ways to enhance the user experience
  • Assist with customer order requests by phone, chat and email channels
  • Purposefully expand your knowledge of the client's products through continuous professional development, trainings, knowledge base articles and the experience gained from performing the role
  • Problem-solve with consistency; in this front-line role it is your responsibility to prioritize customer satisfaction
  • Identify when it is appropriate to escalate inquiries to Tier 2 and/or Tier 3 Support agents
  • Master the art of probing and active listening; anticipate customer needs and meet them where they are
  • Embrace a hospitality mindset that makes customer care a differentiator
  • Key performance indicators you'll be measured against include: Attendance, Adherence, First Call Resolution, Average Handle Time, Escalation Rate, Customer Satisfaction and Productivity
  • Explain product features and benefits
  • Set proper expectations for customer inquiries regarding delivery, payments, preregistration and post registration
  • Proactively bring creative and thoughtful solutions to the team to enhance process, products, and service for continuous improvement

These positions are full-time, 40 hours per week. We are seeking candidates to fill a variety of schedules including days, nights and weekends. ibex sets every candidate up for success by offering a minimum of three weeks of paid professional training.

Qualifications

Requirements of the position include:

  • Technically savvy individual who uses problem solving skills and have the ability to expand their knowledge base to better serve customers
  • Harmoniously maneuver across multiple platforms; taking notes in-real time, navigating multiple databases, investigating, working on multiple screens, speaking to the customer and collaborating with peers in a time-conscious, results-driven workflow
  • Strong emotional intelligence, committing to understand the complexity of the issue and the experience from the customers perspective.
  • Strong and confident written and verbal communication skills

Preferred Qualifications

  • Chat, email, social, phone and CRM knowledge
  • Personal interest or foundational understanding of AI concepts

Possible/Preferred Candidate Profile

  • Personal hobbies may include cooking, baking, car maintenance, gardening or other interests illustrating an interest in end-to-end processes.
  • May be active on YouTube, Reddit, discord or similar forums. May enjoy gaming and the gaming community.
  • Confident and enthusiastic about subjects personal to them, as well as the explanation behind them. Considered an expert on a topic within their friends or family.
  • Actively use their unique perspective and voice to explain content.

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