Customer Support Agent  

The tasks and responsibilities described here shall be provided in English.

Overview

To provide support to our clients, INS customers, in multiple roles and phases of their interaction with the client’s enterprise products.

Support will consist primarily of assisting clients with product issues via phone, email and chat.

The Customer Service Agent is responsible for the day-to-day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in Merlin's agreements with customers, in the languages described in this document. In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.

Summary

• Maintain a quality business relationship with all customers.
• Provide high level professional services in an efficient manner.
• Make effective use of procedural, informational, and technical documentation.

Duties and responsibilities

• Assist customers with the implementation and usage of client specific softwares, including advising clients on the set up of the software application manager ensuring full utilization of the solution.
• Support Product Development by tracking bugs, enhancement requests, and typical client technical architecture to improve the product.
• Respond to customers' queries via a variety of mediums including phone, email, chat, and CRM tickets.
• Partner with the Instructional Success team to provide occasional online training for our clients' software.
• Analyze, diagnose, and troubleshoot technical support requests.
• Provide timely resolution to customers experiencing common technical issues.
• Ensure all incidents are documented within the CRM system.
• Ensure customers are satisfied with the clients' products and services.
• Assist with the localisation of documents, knowledge base articles, etc. by translating these.
• Perform other duties as assigned.

• Experience in Business to Business environments.
• Working knowledge/experience with technical applications for government, corporation, and educational entities would be an advantage.
• 1-3 years support or directly related experience is a plus.
• Industry certifications or equivalent work experience is also a plus.
• Fluent in English.
• Exceptional customer service and people skills.
• Excellent written and verbal communication skills.
• Strong work ethic, dependable, and flexibility to work overtime.
• Willingness to learn

Service Hours: Monday - Sunday the exact working hours are determined by different shifts (including night shifts and weekends).