VPN and Antivirus Support Engineers

As a customer support agent, your primary responsibility will be to handle customer interactions via chat and ticketing channels, ensuring efficient and high-quality support. This role requires a minimum of 1 year of experience in Chat or Email Support. Key Responsibilities: - Engage in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance on product usage using clear and concise language. - Complete a maximum of 3 chats simultaneously and maintain an average response time in line with SLAs. - Respond to tickets using clear and concise language, utilise appropriate canned responses, and move tickets to the correct department/queue. - Develop and maintain a thorough understanding of product features, updates, and improvements to relay accurate information to assist customers effectively. - Diagnose and troubleshoot customer issues, escalate cases that require advanced support, and record all troubleshooting steps and findings in account notes. - Maintain clear and organized account notes on every interaction/escalation to ensure documentation. - 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, and adhere to quality feedback processes. Qualifications Required: - Experience in a contact centre 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, patience, and empathy in all interactions. - Ability to manage multiple interactions, adapt quickly, and remain patient in a fast-paced environment. - High level of organizational and documentation skills for accurate account notation. Desired Skills: - Problem-solving skills, ability to analyze issues effectively, think critically, and find creative solutions. - Familiarity with support tools, knowledge of support platforms, and CRM systems. - Competency in managing concurrent interactions and maintaining quality and efficiency.,