Customer Care Operations Agent
Core
First-line customer support agent handling remote troubleshooting, case management, and proactive monitoring for TOMRA's circular economy solutions.
Role type
Senior IC Customer Care Operations Agent
Builds
Scalable, data-driven Customer Care operation supporting remote-first service and future AI capabilities
Domain
Circular economy / Waste management / Recycling technology
Deliverable
production ML models
Required skills
Customer support, Remote troubleshooting, Case management, CRM tools, SLA management, Data analysis, Technical support (software/hardware), Shift flexibility
Preferred skills
Technical support for software/hardware products, Knowledge base development
Technologies
CRM systems, Remote monitoring systems
Responsibilities
Act as first point of contact via phone, email, chat, and digital channels; Resolve issues remotely using structured troubleshooting processes; Monitor alerts from remote monitoring systems and trigger cases; Manage and document cases in the CRM system ensuring SLA compliance; Escalate complex issues with full diagnostics; Identify patterns and recurring issues to support knowledge base development.
Seniority
Mid-level, hands-on IC