We’re Hiring: Customer Support Intermediate Associate!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Customer Support Intermediate Associate to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Customer Support Intermediate Associate

Work Arrangement: Work from Office

Location: Philippines - Ortigas

Schedule: Morning shift

Job description:

This is a Work From Office role based in Ortigas.

Job Description

Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with over 300 people globally. 

The Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with domains, billing or their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience, not only solving problems for our users, but being a positive advocate of our brand.

RESPONSIBILITIES:

● Respond to customer-submitted email requests and live chats in a timely manner

Queue-based work will account for approximately 90% of the role

● Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries

● Achieve set targets across Quality and Productivity in both email and live-chat

● Stay up to date on new product feature releases and improvements

● Identify and communicate system issues to our Product Solutions team

● Identify non-standard customer experiences and escalate issues, as appropriate

● New Hire Mentoring required

○ Must commit to being a CO-Learning mentor

■ Scheduled hours and work days will need to be flexible to adjust to training needs during mentor weeks.

■ Coach multiple new hires working their first cases, providing guidance and direction.

■ Provide feedback to the learning partners and management on the new employees strengths and any areas for improvement.

○ Agreement to alter shift as needed to attend new hire Mentoring weeks

● Slack Presence

○ When On Queue, Associates should monitor and assist with questions in the CO-Associates-Global Slack channel

○ Strong participation in team room culture and discussions

● Shadowing

○ Available to shadow and be shadowed in the queue as needed, to help support fellow Associates working to improve their performance

● Advisor Queue Support

○ Available as requested to work in the Advisor queue. This involves closing out resolved issues, merging duplicate contacts, transferring misrouted cases, and answering

questions on topics they have been trained on.

● Team Presentations

Qualification and requirements:

QUALIFICATIONS

● 3-4 years of Customer Support experience with 1+ years troubleshooting Tier 2 Technical Escalations

● Keen ability to follow processes and workflows and hit performance KPIs

● Written communication skills with accurate grammar and spelling; fast typist

● Reading comprehension skills with the ability to understand the customers situation

● Customer support experience via email and Live Cha

Non-negotiable skills & requirements:

• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
• Capability of prioritizing competing requests.