Employer Active
We are looking for the best Support Analyst for our team π
A Support Analyst is responsible for resolving customer queries, recommending solutions, and guiding product users through features and functionalities. A Support Specialist is someone who can provide solutions to not only the client but the contractor.
πͺWhat we expect from you:
β Receive, process and respond to the tickets that enter through the Intercom views,
guaranteeing compliance with the established procedures.
β Perform periodic monitoring of claims in Pending status, in order to ensure response
times.
β Meet the indicators of productivity, first response time, reopening, satisfaction, and
quality required in the performance of Agents.
β Ensure Intercom response compliance in chronological order (oldest to newest) and
according to priorities
β Ensure the correct, timely and adequate response of internal and external
communication channels (chat, mail...etc)
β Timely review and management of tickets assigned to other support areas of the
company in pending status.
β Ensure proper compliance with customer data protection laws globally.
β Read and comply with the news information published in the mail groups and Slack
channels.
β Timely report technical and/or human incidents that affect the provision of the service
and require the immediate implementation of contingency plans that guarantee the
continuity of the service.
π€πΌNew Rockstar needs to:
β At least 1 year in the CX team handling chats.
β Knowledge of a case management tool (Intercom, Zendesk, Kustomer, CX-One).
β Fintech experience (transfers, wire, ach, crypto) or Experience providing services to a bank.
β Flexible schedules (night shift, Saturdays, Sundays, holidays)
β Specific knowledge of Intercom (Plus)
β Autonomous, high energy.
β English language (written and spoken) at a professional level.
β Outstanding metrics in team (Csat-FRT-max number of tickets handled)
π Education:
What do we offer:
Full Time