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[DT] : Senior Support Representative

Vinove
Remote

Quick apply

Job details

Qualifications

Live chat
English
Complaint handling
Computer skills
Communication skills

Full job description

Senior Support Representative

US Shift

Position Overview

Provides second-line support to customers through different communication channels. The role focuses on assisting users with account and technical issues, handling content-related inquiries, and ensuring a positive customer experience through timely and accurate responses.

Job Description

Communication: Handle customer inquiries and requests, ensuring timely, professional, and solution-oriented responses.
Technical troubleshooting: Diagnose and resolve technical issues efficiently related to user interfaces, connectivity, or software functionality, collaborating with internal teams when necessary to ensure smooth user experience.
Complaint handling: Manage and resolve customer complaints with empathy and professionalism, aiming to restore satisfaction and maintain trust.
Account handling and customer experience: Assist users (both members and performers) with account-related requests while maintaining data accuracy.
Content management: Review, update, and manage website or platform content to ensure accuracy, relevance, and compliance with company standards.
Registration-related tasks: Support and verify new user registrations, ensuring smooth onboarding and adherence to platform guidelines.
User retention activities: Participate in initiatives aimed at improving user engagement and retention through proactive communication and personalized support.
Participation in promotion-related tasks: Contribute to the setup, monitoring, and execution of promotional campaigns, ensuring proper communication and functionality.
Must escalate cases involving technical malfunctions, issues posing security and legal risks, data breaches, customer disputes, or policy exceptions to a senior representative or superiors.
Perform any other professional tasks assigned by the direct superior.

Qualifications

Minimum 2 years of experience handling customer inquiries through email or chat.
Fluency in written and spoken English (C1 level or above).
Strong user-level computer and web knowledge.
Excellent verbal and written communication skills, with the ability to provide professional feedback and constructive guidance.
Ability to make confident and accountable decisions in critical situations.
Outstanding precision, attention to detail, and high level of responsibility in handling customer inquiries.
Ability to learn quickly and be able to pass new knowledge to others with practical hands-on mentoring.

Tasks

Customer Support

Handle customer inquiries via email and chat.
Conduct in-depth investigations to provide the best possible solutions.
Resolve technical issues, manage billing and payment inquiries, and assist with general questions.
Document findings in accordance with internal standards.

Decision Making

Make decisions regarding customer compensation and refund requests.

Case Escalation

Escalate suspicious or complex cases that require Legal/Compliance assistance.
Identify technical issues and create tickets for developers.
Forward Legal/Compliance inquiries.
Report potential IT security threats to the IT Security team.

Collaboration with other Support teams and departments

Work with Billing and Payment Support to identify issues and forward them to the responsible department when necessary.

Data Accuracy & Documentation

Maintain precise and complete records of all investigations.
Prepare basic summaries of trends or recurring fraud patterns when requested.

Continuous Learning

Stay up to date with policy and process changes.
Participate in internal knowledge-sharing sessions and training initiatives.

Quick apply

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