Tier 1 Customer Care Agent (Voice Onsite)

Employment Type: Full-Time Employment
Work Set-Up: 100% Onsite
Work Schedule: Night Shift (Following U.S Eastern Time Zone)
Salary Package: Up to 40000 Package

About the Client:

A cloud-based employee experience platform designed to help organizations automate and improve the entire employee lifecycle from preboarding and onboarding through retention and offboarding. Its widely used by HR teams to streamline and modernize traditional human resources processes.

Position Overview:

The client is looking for a Tier 1 Customer Care Agent to join our Customer Care this role you will serve as the first point of contact for our customers helping them resolve issues navigate our platform and have a positive efficient support experience.

This position is ideal for someone who enjoys problem-solving collaborating across teams and thinking creatively about how customer support can continuously improve.

Duties and Responsibilities:

• Customer Interaction - Address and resolve customer inquiries and issues promptly professionally and empathetically - Handle more complex or escalated issues as needed to ensure timely resolution - Provide guidance and support to teammates facing challenging situations
• Mentorship & Training - Support and mentor junior customer care representatives by sharing knowledge and best practices - Assist with training new team members on Click Boarding products services and support processes
• Problem Resolution & Analysis - Take the lead on escalated issues working collaboratively with other departments for swift resolution - Analyze trends in customer questions and concerns and propose proactive solutions - Apply out-of-the-box thinking to identify opportunities to improve workflows and the overall support model
• Team & Cross-Functional Collaboration - Collaborate with team leads and internal partners to streamline processes and improve efficiency - Act as a communication bridge between frontline support and internal teams - Work closely with Product Sales and Marketing to stay informed on new features promotions and customer feedback - Share insights from customer interactions to support product and service improvements
• Customer Feedback & Continuous Improvement - Gather and analyze customer feedback to identify opportunities for improvement - Recommend and help implement changes that enhance the overall customer experience

Required Skills & Qualifications

• Communication Skills - Excellent verbal and written communication skills - Ability to articulate solutions clearly professionally and empathetically - Ability to communicate technical concepts to non-technical stakeholders
• Problem-Solving & Critical Thinking - Strong analytical critical-thinking and troubleshooting skills - Ability to think on your feet and provide effective solutions - Proactive mindset with a drive to take initiative and think creatively
• Customer Focus - Genuine commitment to providing outstanding customer service - Empathy and patience when addressing customer concerns
• Teamwork & Mentorship - Ability to collaborate effectively with team members and other departments - Willingness to assist colleagues during busy periods - Ability to support and mentor junior or new team members
• Adaptability - Comfortable working in a fast-paced environment with changing priorities - Openness to learning and adapting to new tools processes and technologies

Nice to have:

• Experience supporting SaaS or technical platforms
• Familiarity with ticketing or CRM systems
• Exposure to compliance-driven environments (HR onboarding identity verification)
• API experience and/or familiarity with Liquid coding

WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.