Customer Support Agent Home Office

We're not just another company ? we're a team of driven individuals passionate about connecting
businesses with top-tier international and home-based professionals. We're building something
big here, aiming to be the largest recruitment and staffing firm in the United States for this
specialized talent pool, and we're looking for someone who wants to be a part of that journey. Our
culture is built on five core values that guide everything we do:
- Attack the Day: We start each day prepared to conquer it. We focus on the one thing we
can do today to make our work easier and propel the company forward.
- Be Incredible: We strive for excellence in everything we do. We're organized, efficient,
and never settle for mediocrity. We go the extra mile, providing exceptional value at every
turn.
- Complete the Job: We're doers. We get things done, even when it's tough. We make the
extra effort, leveraging our experience, knowledge, skills, and resources to overcome any
challenge.
- Dream Big: We have ambitious goals and we're not afraid to chase them. We embrace
change and are passionate about growth, both personally and as a company. We operate
as the company we aspire to be, always striving for more.
- Excuse-Free Attitude: Excuses have no place here. We believe in accountability and
ownership. We own our mistakes and focus on finding solutions, not making excuses.
This isn't just a job;it's an opportunity to join a dynamic team that's making an impact.

Customer Support Agent

We are seeking a highly motivated and customer-centric Tier 1 Customer Service Agent to join
our team. In this role, you will be the first point of contact for our clients, responsible for efficiently
processing service requests, resolving tickets, and ensuring customer satisfaction. You will play
a crucial role in maintaining our service level agreements (SLAs) and contributing to our overall
customer experience.

Responsibilities:

- Respond to incoming service requests and tickets via phone, email, chat, and
potentially other channels, in a timely and professional manner.
- Accurately log and categorize customer issues and service requests in our
ticketing system.
- Diagnose and troubleshoot customer problems, providing effective solutions and
guidance.
- Fulfill service requests according to established procedures and SLAs.
- Escalate complex issues to Tier 2 support or other appropriate teams, ensuring
seamless handoff and follow-up.
- Proactively monitor ticket queues and prioritize tasks to meet SLAs.
- Maintain detailed records of customer interactions, including problem descriptions,
solutions, and follow-up actions.
- Collaborate with the Process department for knowledge base articles and
documentation to improve self-service resources for customers.
- Stay up to date on product knowledge, company policies, and service procedures.
- Adhere to all company policies and procedures, including those related to data
security and privacy.
- Meet or exceed performance metrics related to ticket resolution time, customer
satisfaction, and SLA adherence.

Qualifications:

- Associate degree or Bachelor's degree preferred in relevant fields such as
Business Administration, Communications, Computer Science.
- 1-2 years' proven experience in customer service or a related field, preferably in a
Tier 1 support role.
- Excellent communication skills, both written and verbal, with the ability to explain
technical concepts clearly and concisely.
- Strong problem-solving and analytical skills, with the ability to quickly identify and
resolve customer issues.
- Ability to empathize with customers and understand their needs.
- Proficient in using CRM and ticketing systems [Specific experience on Active
Campaign, Zendesk a plus]
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Ability to work independently and as part of a team.
- Positive attitude and a strong work ethic.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.

If you're ready to embrace these values and contribute to our ambitious vision, we encourage you
to apply.