Customer Support Agent

Summary

Join UENI, a company dedicated to providing affordable and user-friendly solutions for small businesses to establish an online presence and expand their operations. As a Customer Support Specialist, you will be responsible for addressing customer inquiries through various channels, including live chat, email, and phone, while ensuring a positive customer experience. You will also play a crucial role in educating customers about UENI's tools and technology, becoming an expert in the company's products and advocating for customer needs. Your responsibilities will include gathering and analyzing customer feedback to suggest improvements and efficiency enhancements, as well as investigating technical issues and proposing solutions. This position requires strong communication skills, fluency in English and Spanish, and experience in customer service, ticketing software, and remote work.

Requirements

• 2+ years in a Customer Service role responding to large volumes of emails and chats
• Fluency in English and Spanish is a must. Candidates should exhibit advanced proficiency in both verbal and written communication, with the ability to express ideas clearly and confidently
• Experience in ticketing and/or live chat software is a must (Fresh Desk, Zoho Desk, Zen Desk, Happy Fox etc.)
• Strong communication skills, some of our team members are located in other offices
• Genuine desire to create the best customer journey possible
• Able to explain complex concepts in easy-to-understand language

Responsibilities

• Answer a variety of customer queries via different channels, including live chat, e-mail, and phone
• Reach sales & retention targets to ensure the customer experience is maximized
• Educate our growing customer base in the use of our tools and the technology that backs it up
• Become an expert in every aspect of our products & be a true advocate for our customers
• Collate and filter feedback from customers and make suggestions as to how we can improve our service and increase efficiency
• Investigate technical issues and provide ideas for fixes

Preferred Qualifications

Experience working remotely is an advantage

Benefits

Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses