Customer Support Agent

BruntWork | Full time: 35 paid hours per week or more
Work Timezone - Must be a City eg London New Zealand
Work Schedule - Fixed Schedule
Remote Job
TestTrack - General Test
Industry - Other
Job Description This is a remote position.
Schedule: Monday to Friday 8 AM to 5 PM NZT (3AM-12PM MNL Time) with 1 hour unpaid lunch (40hrs/week)
Responsibilities:
Resolve customer issues via email, chat (and potentially calls).
Escalate tickets to Tier 2, and work across departments to solve problems.
Meet/exceed performance targets (e.g. customer experience, response rate, CSAT).
Identify/resolve/escalate business risks that have come through Support Channels.
Share knowledge base articles to support responses.
Ability to change tone of communication based on customer profile.
Create saved replies to increase the number of repeatable responses.
Provide feedback to manager on consistent trends and common themes coming through support on a weekly basis.
Be a friendly person whom customers can trust and rely on.
Requirements Worked in SaaS Customer Support for 2+ years (good to have).

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