Ticket Agent

As a Ticket Agent (billing and technical support) at unifyCX, a US Based MNC, your role will involve the following key responsibilities: Role Overview: You will be responsible for providing ticket support for billing and technical issues by responding to tickets using clear and concise language. It is important to utilize appropriate canned responses to ensure all customer questions are sufficiently answered and move tickets to the correct department/queue. Additionally, you will need to develop and maintain a thorough understanding of the product features, updates, and improvements to relay accurate information to assist customers effectively. Troubleshooting customer issues, diagnosing problems, utilizing internal resources to resolve issues, and escalating cases that require advanced support will also be part of your responsibilities. It is crucial to record all troubleshooting steps and findings in account notes and maintain clear and organized documentation on every interaction/escalation. Your ultimate goal will be to deliver prompt, accurate, and professional service in all interactions, striving for first-contact resolution and aiming to meet or exceed customer expectations. Moreover, you will be required to report recurring issues, feature requests, and other feedback to HQ to drive product improvements. Adherence to processes, procedures, and quality standards is essential, along with keeping up to date with updates and changes. Key Responsibilities: - Respond to tickets using clear and concise language. - Utilize appropriate canned responses ensuring all customer questions have been sufficiently answered. - Move tickets to the correct department/queue. - Develop and maintain a thorough understanding of product features, updates, and improvements. - Diagnose customer issues, utilize internal resources to resolve problems, and escalate cases that require advanced support. - Record all troubleshooting steps and findings in account notes. - Deliver prompt, accurate, and professional service in all interactions. - Strive for first-contact resolution and aim to meet or exceed customer expectations. - Report recurring issues, feature requests, and other feedback to HQ to drive product improvements. - Follow all processes and procedures. - Keep up to date with updates and changes. - Follow all quality and quality feedback processes. Qualification Required: - Previous experience in a contact center or similar environment, ideally with SaaS products. - Strong verbal and written communication skills in English. - Solid understanding of technical concepts related to SaaS products. - Strong commitment to customer satisfaction and ability to remain patient and empathetic in all interactions. - Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment. - High level of organizational and documentation skills to ensure accurate account notation.,