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  • Customer Service Representatives - Baddi - Highbrow Technology Inc

    Highbrow Technology Inc
    Highbrow Technology Inc Baddi

    4 weeks ago

    Description

    About Highbrow Technology Inc.

    We're a fast-paced, customer-obsessed organization dedicated to delivering exceptional user experiences across multiple channels and platforms. Our team is passionate about driving support excellence and shaping the way we interact with customers.

    Job Summary

    This role plays a critical part in our mission to provide top-notch customer support. As a Customer Service Representative & Support Manager, you'll be responsible for responding to and resolving multichannel support tickets, monitoring key support KPIs, and collaborating with cross-functional teams to relay customer insights.

    Key Responsibilities

    • Resolve Multichannel Support Tickets: Respond to and resolve email, chat, voice, social, and other types of support tickets efficiently.
    • Monitor Key Support Metrics: Track and report on key performance indicators such as CSAT, FRT, ART, and others.
    • Update Knowledge Bases: Maintain accurate and up-to-date internal knowledge bases and help center documentation.
    • Handle Escalations: Address customer escalations professionally and promptly.
    • Coach Junior Agents: Mentor and lead junior support agents to meet quality standards.
    • Implement Process Improvements: Identify areas for improvement and implement changes to increase efficiency and customer satisfaction.
    • Cross-Functional Collaboration: Work closely with product, sales, and QA teams to gather customer insights.

    Tools & Platforms You'll Work With

    We utilize a variety of commercial and open-source tools to deliver exceptional customer experiences. Some of these include:

    Commercial Tools:

    • Zendesk
    • Freshdesk
    • Salesforce Service Cloud
    • ServiceNow
    • HubSpot Service Hub
    • Intercom
    • Helpscout
    • NICE IEX
    • Verint
    • Assembled
    • RingCentral
    • Nextiva
    • Tableau
    • Qualtrics
    • SurveyMonkey
    • Slack
    • Microsoft Teams

    Open-Source Tools:

    • osTicket
    • Zammad
    • Request Tracker
    • UVDesk
    • FreeScout
    • Rocket.Chat
    • Mattermost
    • Element
    • Jitsi Meet
    • DokuWiki
    • BookStack
    • MediaWiki
    • Outline
    • Metabase
    • Apollo Superset
    • Google Data Studio (free)
    • Google Forms
    • LimeSurvey

    What We're Looking For

    We're seeking highly motivated individuals with a passion for delivering exceptional customer experiences. The ideal candidate will have:

    • 2+ Years of Experience: Proven track record in customer support or service delivery roles.
    • Strong Communication Skills: Excellent verbal and written communication skills.
    • Complex Issue Resolution: Ability to manage and resolve complex customer issues.
    • Automation and Workflow Optimization: Familiarity with support automation, AI/chatbots, or workflow optimization.
    • Enterprise and Open-Source Tool Experience: Experience working with both enterprise and open-source tools.
    • Leadership and Team Coaching: Leadership or team coaching experience (for Support Manager applicants).

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Customer service representative