Customer Support Agent

Summary

Join HeyGen's Customer Support team as a dynamic Support Agent (L2) to solve advanced support tickets and develop efficient processing to streamline support operations. This pivotal role requires a proactive troubleshooting mindset and experience in customer service to enhance user support. You will manage and resolve advanced support issues, develop and implement efficient processes, monitor key performance metrics, collaborate with other agents, and act as a point of escalation for complex scenarios. HeyGen offers competitive compensation, a dynamic and inclusive work environment, opportunities for professional growth, a collaborative culture, and access to the latest technologies. This is a contract role with compensation determined by work location and experience.

Requirements

• Proven experience in customer support or a similar role, with a strong focus on service delivery
• Proficient in basic troubleshooting techniques; no coding experience necessary
• Familiarity with various platforms and the ability to quickly adapt to new technologies

Responsibilities

• Manage and resolve advanced support issues while providing expert guidance to our users
• Develop and implement efficient processes to enhance team productivity and effectiveness
• Monitor and report on key performance metrics to ensure targets are met and service levels are maintained
• Collaborate with Level 2 (L2) agents to streamline support efforts and improve resolution times
• Act as a point of escalation for complex support scenarios and guide agents through the resolution process

Preferred Qualifications

• Demonstrated ability to lead and inspire a team in a fast-paced environment
• Strong communication and interpersonal skills, capable of fostering positive relationships with both team members and users
• A service-oriented mindset with an emphasis on efficiency and problem-solving
• Thrive in a fast-paced and dynamic environment

Benefits

• Competitive compensation
• Dynamic and inclusive work environment
• Opportunities for professional growth and advancement
• Collaborative culture that values innovation and creativity
• Access to the latest technologies and tools