Customer Support Specialist

Summary

Join Omnipresent, a global employment platform, as a Support Specialist and be the first point of contact for customer inquiries. You will provide first-level support via email and chat, working independently to resolve issues or escalate them to subject matter experts as needed. This role requires strong communication skills, empathy, and the ability to thrive in a fast-paced environment. Omnipresent offers a flexible, remote work environment with various benefits, including shared ownership, training, wellbeing support, home office setup, and additional regional benefits like medical and life insurance. The company values inclusivity and remote work as a great equalizer. You will be a key part of delivering a great customer journey.

Requirements

• Delivered tasks and worked on projects of a limited scope, in collaboration with more senior team members. Focuses on learning existing tools, resources and processes
• Followed standard practices and procedures in analyzing situations or data from which answers can be readily obtained
• Built stable working relationships internally
• Delicately navigated customer objections and demands
• Used judgment, discretion, and resources to solve a variety of problems of limited scope and complexity
• Sought guidance from supervisor and more senior peers as needed when determining appropriate courses of action
• Supported customers via chat, email, or even phone
• Demonstrated strong written communication skills in English (an additional language is a plus)
• Demonstrated compassion and patience
• Worked in or closely with an HR team

Responsibilities

• Provide first-level support to customers via email and chat within the Central Standard Time zone (9-5 CST)
• Work independently on first-level issues
• Triaging customer enquiries. Differentiate between the issues that can be solved with help of existing documentation, or with routing questions to internal and external SMEs, and issues that require complex researching and multiple SMEs assistance
• Recognise issues demanding urgent action and escalate them to support leadership immediately
• For issues where documentation isn’t readily available, as a first line, get assistance from the wider support team. If proceeding with the issue is straightforward, resolve the issue
• Where more complex investigation or multiple SMEs assistance is required, promptly hand the ticket off to a more senior support representative
• Document customer service interactions in the ticket management system
• Adhere to the defined SLA’s on first response timings
• Adhere to the best effective business communication practices, internal communication style guidelines, and provide precise, correct, and timely responses with a human touch
• Adhere to the company security and data protection practices
• Documenting and updating processes when required

Preferred Qualifications

An additional language

Benefits

• Shared ownership : Being a part of our journey means you'll own a piece of Omnipresent
• Flexible working: Work from anywhere in the world! We are genuinely as flexible as the work allows
• Development: Training, coaching, and an environment that promotes career ambition and progression
• Work environment: We are fully remote, allowing you to work from wherever you live in a flexible manner
• Wellbeing: Mental health and wellbeing support and services through Plumm
• Home office setup: We will provide you with the equipment you need to work from home: laptop, monitor and we will also cover your internet costs
• Additional benefits: We offer additional benefits that vary from region to region, such as medical, life insurance, pension/retirement funds and more!