VPN and Antivirus Support Engineers

As a Customer Support Agent, your role will involve handling customer interactions through chat and ticketing channels to provide efficient and high-quality support. Your responsibilities will include: - Engaging in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance on product usage using clear and concise language. - Completing a maximum of 3 chats simultaneously and maintaining an average response time in line with SLAs. - Responding to tickets using clear and concise language, utilizing appropriate canned responses, and ensuring all customer questions have been sufficiently answered. - Developing and maintaining a thorough understanding of product features, updates, and improvements to assist customers effectively. - Diagnosing customer issues, utilizing internal resources to resolve problems, and escalating cases that require advanced support. - Maintaining clear and organized account notes on every interaction/escalation and delivering prompt, accurate, and professional service in all interactions. In order to excel in this role, you should ideally have previous experience in a contact center or similar environment, strong verbal and written communication skills in English, a solid understanding of technical concepts related to SaaS products, a commitment to customer satisfaction, adaptability in managing multiple interactions in a dynamic environment, and a high level of organizational and documentation skills to ensure accurate account notation. Desired skills for this position include problem-solving skills, familiarity with support tools, and multitasking abilities to manage concurrent interactions while maintaining quality and efficiency.,