Customer Support Agent - (Bench Team)
Core
Provide fast, accurate, and personalized customer support through research, investigation, troubleshooting, and resolution of account-related issues.
Role type
Individual-contributor customer support agent
Builds
Resolved customer tickets and improved knowledge-base articles
Domain
Technology services / Customer experience
Deliverable
client delivery
Required skills
troubleshooting, research, problem-solving, written communication, time management, critical thinking, attention to detail
Preferred skills
online gaming knowledge, experience with ticketing systems, account management experience
Technologies
Microsoft Office, ticketing systems, Mattermost
Responsibilities
Manage and respond to customer-support tickets within service-level agreements; Follow established troubleshooting procedures to diagnose and resolve issues; Assist with creating and updating knowledge-base articles; Coordinate with internal teams to identify trends and report recurring concerns; Respond to escalated customer inquiries and complaints; Monitor client-facing communication tools and remain current on updates.
Seniority
Entry-level to Junior, hands-on IC
