Customer Experience Tier 1

As a Customer Support Representative at our company, you will play a crucial role in addressing customer concerns and providing excellent service. Your responsibilities will include: - Serving as the initial point of contact for customer queries via email, chat, or phone. - Understanding customer concerns and responding promptly using our knowledge base and standard operating procedures. - Troubleshooting common product issues and guiding customers through basic resolutions. - Accurately logging customer interactions and issues in hubspot. In addition, you will be responsible for: - Identifying and escalating complex issues to Tier 2 support when necessary. - Collaborating closely with cross-functional teams, such as Technical Support and Product teams, to ensure efficient resolution of customer concerns. - Following up on unresolved customer cases to ensure timely resolution and customer satisfaction. In order to excel in this role, you should possess the following qualifications: Essential Skills: - Strong communication and interpersonal skills for effective customer engagement. - Basic understanding of SaaS applications, troubleshooting, and ticketing tools. - Ability to analyze customer concerns and provide logical solutions. - Efficient time management to handle multiple queries while meeting SLAs. Preferred Skills: - Familiarity with the flydocs platform. - Experience in the aviation or SaaS industry is a plus. - Knowledge of CRM tools. - Basic understanding of data handling and reporting. As part of our team, you will enjoy a range of benefits, including: - Generous leave policy: 25 annual leaves, 7 sick leaves, plus maternity & paternity options. - Inclusive medical insurance for you, your spouse, and up to two children. - Group personal accident policy. - Employee Assistance Program (EAP) and telehealth services. - Term life insurance. - Opportunities for empowerment through ownership. - Global networking opportunities. Your commitment to maintaining a high level of professionalism, empathy, and customer service excellence will be key to your success in this role. We look forward to welcoming you to our team and working together to provide exceptional support to our customers.,