VPN Chat

• Provide frontline customer support
• Operate in a 24/7 environment, handling inbound inquiries Via chat and email.
  

Key Responsibilities:

• Customer Interaction: Handle all incoming questions, troubleshoot issues, and provide product guidance.
• Retention: Attempt to retain customers who may be considering cancelling their subscription.
• Escalation & Reporting:
• Identify and report trending issues to SMEs.
• Escalate advanced cases promptly when resolution requires deeper investigation.
• Ticket Management:
• Document all interactions in Zendesk (or equivalent ticketing tool).
• Ensure customer follow‐up until resolution.
• Performance Metrics:
• Meet/exceed monthly KPIs, including Quality Assurance (QA) scores, productivity, retention rates, Average Handling Time (AHT), and First Response Time (FRT).
• Collaboration: Coordinate with teammates, SMEs, and Supervisors to ensure smooth workflow and knowledge sharing.
  

Qualifications:

• Previous experience in technical support covering chat, and email channels.
• VPN background is a plus, though not strictly required.
• Excellent English communication skills (written and verbal).
• Ability to work in a 24/7 shifting schedule.
• Strong problem‐solving, attention to detail, and customer service orientation.