Customer Support Advocate - US Hours.

Customer Support Advocate - US Hours.

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Job Description

Responsibilities

• Qualify support tickets submitted by customers, by making sure that all of the information required for troubleshooting is present.

• Understand and identify the root cause of the support tickets.

• Respond to customer queries in a timely and accurate manner, by drawing upon your own personal knowledge of best practice solutions and Tradeshift knowledgebase.

• Identify and forward support tickets related to other departments in a timely and efficient manner.

• Escalate incidents that meet the criteria of Urgent incidents to the Team Lead or World on Fire channel.

• Empathise with customers and provide the best customer service.

• Ensure high quality of ticket handling, paying attention to communication used, and specific care for sensitive customers.

• Be able to organise and prioritise a large portfolio.

• Strive for continuous improvement and drive progress on all tickets.

• Meet all established service level objectives

• Provide LIVE support for our customers

• Working with international customers

Qualifications

You’re perfect for this role if you

• Fluent in English

• 2+ years experience in SaaS based customer account/operations support is preferred

• Deep and demonstrated passion for outstanding Customer Service

• Demonstrated ability to work well under pressure

• Strong prioritization and collaboration skills

• Ability to keep calm and retain a positive attitude

• Able to work independently and in a team environment

Additional Information

Location
Our office in Kuala Lumpur offers employees daily catered meals, as well as a great work/life balance, allowing them to work from home when necessary. You’ll also have the opportunity to step up and troubleshoot, while coming up with your own solutions to problems.

Culture
Our culture began day one when three Danes poured their brains, heart, and guts into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong matchin the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock.

TradeShifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.

We value diversity and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Why you might like working here:

• You love autonomy and the freedom to get your work done how you want
• You like sharing your opinions and feeling like they matter
• You want to work for a company that requires you to bring your whole self to work every day: brains, heart, and guts.
• Fixed Transport & Communication Allowance
• Daily lunch and snacks provided by the company
• Extensive medical insurance coverage
• Optical and Dental benefits