Support Analyst EMEA - Amman, الأردن - Ontop

وصف

• 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, ) ● 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