Customer Support Associate

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

POSITION DESCRIPTION

Customer Support Associate

Santo Domingo, Dominican Republic

Reporting to: Team Lead

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You're also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

A SNAPSHOT OF YOUR ROLE

In this role, you will be the first point of contact for caregivers calling in with questions regarding onboarding, the platform, and its mobile app version. You will provide clear and professional assistance, ensuring a smooth onboarding experience while conducting standard recruitment-related checks.

The ideal candidate will have excellent communication skills, strong attention to detail, and the ability to deliver seamless customer experience.

Your day could see you:

• Providing courteous and efficient assistance to customers caregivers or office staff via chat, phone, or email.
• Troubleshooting common App issues by assisting our customers and their caregivers with app activations, or installation problems, passcode resets, and eLearning web portal login. 
• Acting as a point of contact for customers, addressing their questions and concerns and accurately documenting all initial support requests, and any troubleshooting steps taken in the ticketing system to inform the level 2 associate and beyond.  
• Diagnosing and resolving the basic common issues related to the mobile application software.
• Identifying and escalating complex issues to the level 2 support associate when necessary for further troubleshooting or resolution. 
• Providing clear and concise information to their level 2 counterparts to facilitate an efficient problem resolution. 
• Maintaining a positive and professional demeanor, even when dealing with difficult persons or situations. 
• Communicating effectively in English

A BIT ABOUT YOU·Minimum of one (1) year experience in a call center environment.·Strong verbal and written communication skills in English.·Basic technical troubleshooting abilities for mobile apps and platforms.·Attention to detail and ability to follow standard operating procedures.·Ability to work independently while maintaining a high level of professionalism.·Exposure to the healthcare industry, particularly home-based healthcare, is a plus.·Familiarity with customer service software and CRM tools is an advantage.WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.

Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.

I have read and understood this Position Description and am happy to abide by it while employed by Acquire Intelligence.

Signed by the employee

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Signed by Acquire Intelligence

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Name:
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Join the A-Team and experience the A-Life

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