Support Analyst EMEA

1 month ago


Amman, Jordan Ontop Full time
  • About the job

    We are looking for the best Support Analyst for our team 🚀

    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.

    🪄What we expect from you:

    ● Receive, process and respond to the tickets that enter through the Intercom views,

    guaranteeing compliance with the established procedures.

    ● Perform periodic monitoring of claims in Pending status, in order to ensure response

    times.

    ● Meet the indicators of productivity, first response time, reopening, satisfaction, and

    quality required in the performance of Agents.

    ● Ensure Intercom response compliance in chronological order (oldest to newest) and

    according to priorities

    ● Ensure the correct, timely and adequate response of internal and external

    communication channels (chat, mail...etc)

    ● Timely review and management of tickets assigned to other support areas of the

    company in pending status.

    ● Ensure proper compliance with customer data protection laws globally.

    ● Read and comply with the news information published in the mail groups and Slack

    channels.

    ● 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.

    🤟🏼New Rockstar needs to:

    ● At least 1 year in the CX team handling chats.

    ● Knowledge of a case management tool (Intercom, Zendesk, Kustomer, CX-One).

    ● Fintech experience (transfers, wire, ach, crypto) or Experience providing services to a bank.

    ● Flexible schedules (night shift, Saturdays, Sundays, holidays)

    ● Specific knowledge of Intercom (Plus)

    ● Autonomous, high energy.

    ● English language (written and spoken) at a professional level.

    ● Outstanding metrics in team (Csat-FRT-max number of tickets handled)

    🎓 Education:

  • Bachelor's degree.
  • What do we offer:

  • Payment in USD 💵
  • 100% remote work (yep, from anywhere) 🌐
  • Unlimited PTO 🪂

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