Support Agent
Share
Job Location:
Monthly Salary:
Experience Required:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.
We navigate complex industry landscapes to drive transformative outcomes helping businesses streamline operations enhance customer experience and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos ensuring sustainable value creation for our clients and team members.
As a Certified B Corporation Infinit-O is committed to the highest standards of social and environmental performance accountability and transparency. We embed these values into every aspect of our operationsaligning business success with a positive impact on our clients people and communities.
Our commitment to Diversity Equity and Inclusion (DEI) is integral to our mission. We believe that building inclusive equitable teams is not only the right thing to doit is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices continuous learning programs and regular equity assessments to ensure a fair and empowering workplace for all.
Key Responsibilities:
We navigate complex industry landscapes to drive transformative outcomes helping businesses streamline operations enhance customer experience and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos ensuring sustainable value creation for our clients and team members.
As a Certified B Corporation Infinit-O is committed to the highest standards of social and environmental performance accountability and transparency. We embed these values into every aspect of our operationsaligning business success with a positive impact on our clients people and communities.
Our commitment to Diversity Equity and Inclusion (DEI) is integral to our mission. We believe that building inclusive equitable teams is not only the right thing to doit is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices continuous learning programs and regular equity assessments to ensure a fair and empowering workplace for all.
Key Responsibilities:
1. Deliver exceptional customer experiences by providing timely accurate and expert support.
2. Serve as the first point of contact for customer inquiries issues and standard technical tasks.
3. Triage prioritize and manage cases efficiently ensuring prompt and precise responses across tickets chats and calls.
4. Educate customers on platform functionality and best practices to promote product adoption and self-sufficiency.
5. Act as a Subject Matter Expert (SME) for a designated Product Area by; Investigating technical escalations where data access consent is granted filing Engineering Escalation (EEQ) tickets with clearly defined business impact and appropriate priority partnering with on-call engineers during investigations and identifying workarounds when possible.
6. Escalate cases to the appropriate support tier when necessary.
7. Create update and maintain Knowledge Articles in alignment with Knowledge Centered Service (KCS) practices to enable effective knowledge sharing and self-service.
8. Support overall organizational objectives and perform additional responsibilities aligned with the scope capability and pay grade of the role as assigned.
Quality & Information Security Management
Adhere to and implement Infinit-Os quality and information security policies and carry out its processes and procedures accordingly.
Protect client-supplied and generated for client information from unauthorized access disclosure modification destruction or interference (see also Table of Offenses).
Carry out tasks as assigned and are aligned with particular process or activity related to information security.
Report any potential or committed non-conformity observation and/or security event or risks to immediate superior.
Assist Internal Audit Team during internal audits of assigned projects.
Requirements
Job Requirements and Credentials:
Minimum of 1-2 years of experience as a Technical Support Agent or 3-4 years in a
customer-focused support environment.
Excellent written and verbal English required.
Proven track record of driving change focused on improving the customer experience (technical support for a SaaS platform).
Ability to use and create knowledge articles with an extreme level of attention to detail.
Ability to train others about technical concepts and issues.
Ability to work a flexible schedule.
Experience with JavaScript HTML and XML.
Graduate of B.S. Computer Science or similar degree.
Experience with Medallia and Service Cloud knowledge is a plus.
Required Skills:
Minimum of 1-2 years of experience as a Technical Support Agent or 3-4 years in a customer-focused support environment. Excellent written and verbal English required. Proven track record of driving change focused on improving the customer experience. Ability to use and create knowledge articles with an extreme level of attention to detail. Ability to train others about technical concepts and issues. Ability to work a flexible schedule. Experience with JavaScript HTML and XML.
Required Education:
Bachelors Degree
