Support Agent

2 weeks ago

Cebu City, Central Visayas, Philippines Community Brands Full time
Overview

We are seeking a SUPPORT AGENT to join our growing team

Position Overview

The role of Support Agent sits within our customer support department and is responsible for all post-training customer support. A good knowledge of educational organisations, how they record, store and use data as well as a clear understanding of GDPR compliance is required alongside a technical understanding of the products in order to assist customers with support cases.

Responsibilities & Qualifications

A Day in the Life

  • Customer support – Including but not limited to;
  • Answering all phone calls and emails from customers, who have completed training, within the time frame set out internally.
  • Aiming to resolve any issues on first contact where possible and managing customer expectations when this isn't possible.
  • Accurately recording a detailed account of all communications and documenting issue reported, the work completed and what resolution used.
  • Investigating any customer concerns and escalating to the relevant department when required.
  • Investigating, troubleshooting, diagnosing and solving web software / network / data import / message delivery issues
  • Talking customers through a series of actions to help resolve issues and where necessary aiding them remotely.
  • Software reparation and re-installation.
  • Completing data input tasks and data management tasks
  • Maintaining customer self-help guides in-keeping with product developments and distributing to customers as required
  • Complaints handling – manage customer complaints, calmly resolve issues while focusing on customer retention.
  • Data management – Responsible for keeping customer data updated accurately within our CRM, namely contact details for the main stakeholders who are responsible for the product.
  • Product knowledge – Knowledge of the products and their roadmaps to facilitate conversations with customers about feature requests and product queries whilst managing expectations. Maintain an understanding of all parts on the products, staying abreast of all product developments.
  • Technical Understanding – The ability to bridge the gap between customers and internal technical teams is vital. Understanding how the product works on a technical level and being able to explain this in an easy to understand way.
  • Targets and KPIs – Aim to achieve or surpass the targets and KPIs set by your line manager.
  • Workload management – Ability to manage all incoming queries and appropriately prioritise tasks independently.
  • Collaboration – Work with peers within the business to ensure efficient results for customers.
  • Compliance – Adhere to strict policies to safeguard the privacy of all data and to comply with GDPR.
  • Culture – Champion a caring, collaborative and collegiate culture that puts the customer front and centre.

We are looking for someone who brings

  • Technical and analytical skills
  • Organisational skills
  • Interpersonal and communication skills
  • Problem-solving skills
  • Patience
  • A meticulous and methodical nature
  • Attention to detail
  • A logical mind
  • The ability to work well under pressure
  • Enthusiasm for continual learning

It will also be pretty if you have:

  • Experience within an Ed Tech company or within a school setting is desirable
  • Minimum 1 year in a customer service role
  • Complaints handling experience is desirable
  • Good customer facing presentation and interaction skills
  • Excellent communication both written and over the phone
  • Excellent IT skills including comprehensive knowledge of Microsoft Office
  • Experience with CRM software, preferably Salesforce
  • Ability to perform well during pressurised situations
Total Rewards

About Us Community Brands – leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

At Community Brands, a great company awaits you...

  • Market-Competitive Compensation
  • Generous Allowances & Benefits
  • Quarterly Performance Bonus
  • Flexible Planned Paid Time Off
  • Annual Leave Credit Conversion
  • Medical Insurance
  • Dependents' HMO Coverage
  • Dental Coverage
  • Comprehensive Life Insurance
  • Casual Environment
  • Purpose-Driven Culture
  • Work-Life Balance
  • Passionate About Community Involvement
  • Equal Opportunity Employer

All persons hired will be required to:

  • verify their identity,
  • verify they are eligible to work, without sponsorship, in the country they are to be employed in, and
  • complete any required employment eligibility verification form upon hire.

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