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Role Description

We’re looking for a tech-savvy Customer Service Agent with at least 6 months of experience in customer service, sales, or technical support.

• Answer and address support chats/calls from customers.
• Answer and address incoming emails and inbound calls from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of relevant products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust or client-of-choice.
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
• Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/call support for Customer Service volume when necessary.
• Project a positive attitude and be a mentor for other employees.
• Maintain a favorable company image when interfacing with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.

Qualifications

• At least 6 months customer service or technical support required.
• Minimum of high school diploma or equivalent required, post high school education preferred.
• Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
• Ability to work on multiple projects and tasks simultaneously in an efficient manner.
• Internet Speed should be at least 100 MBPS and equipment should be Windows 10 or higher.

Tech Checklist - Gotta Have It!

• A reliable computer (at least with an i5 processor), a stable high-speed internet connection and back up for both.
• A quiet, cozy workspace to handle calls and chats like a pro.
• Flexible with work schedule.

Company Description

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.