Excellent written and verbal communication skills in English
Good understanding of Information Systems at the user and corporate level
Good problem-solving skills
Good client-facing skills
Will be a plus:
Salesforce ServiceCloud, Helpshift knowledge is an advantage
Experience in B2C product support
Familiarity with tolling industry or mobile app support
Additional language proficiency in Spanish a major plus
IT CSR background
Provide daily support via chat and email to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
Perform back office tasks such as processing transaction disputes, rejected transactions, responding to social media, app store reviews and customer feedback.
Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals and troubleshooting procedures.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Maintaining a positive, empathetic and professional attitude toward customers at all times.
We can offer:
The ability to focus on your work: a lack of bureaucracy and micromanagement