Customer Support Admin

This is a remote position.

Job Description

As a Customer Support Admin, you’ll be the frontline hero for our client’s innovative sports technology platform. You’ll provide top-notch assistance via online chat, ensuring smooth experiences for users navigating the comprehensive system. This role is crucial in maintaining customer satisfaction and contributing to the company’s continued success. If you’re passionate about sports, love helping people, and enjoy working with technology, this is your chance to make a real impact in an exciting, fast-growing industry.

Responsibilities

• Promptly respond to customer inquiries via Intercom chat platform
  
• Guide users through basic troubleshooting, including password resets and account updates
  
• Perform minor account modifications within the proprietary software
  
• Maintain detailed records of customer interactions and account changes
  
• Escalate complex issues to appropriate team members
  
• Contribute to improving support processes and documentation
  
• Adapt to new features and updates in the software platform
  
• Work within defined service level agreements (SLAs) for response times
  
• Collaborate with the onshore team to ensure seamless customer support
  

Requirements

• Excellent written communication skills in English
  
• Strong problem-solving abilities and keen attention to detail
  
• Proficiency in chat platforms and basic computer skills
  
• Ability to multitask and manage time effectively in a fast-paced environment
  
• Patient and empathetic approach to customer service
  
• Basic understanding of SaaS platforms and user account management (preferred)
  
• Interest in sports or experience with sports-related businesses (a plus)
  
• Ability to handle a high volume of chat-based customer inquiries daily
  
• Adaptability to learn new software features and updates quickly
  
• Commitment to maintaining customer confidentiality and data security