As a 24/7 Support Operations Specialist, you will play a critical role in providing round-the-clock assistance and maintaining smooth operations for our customers. Your primary responsibility will be to ensure exceptional customer experiences by promptly addressing their inquiries, troubleshooting technical issues, and resolving problems. This position requires a high level of responsiveness, technical proficiency, and exceptional communication skills.
Responsibilities:
• Provide 24/7 support to customers through various communication channels, including phone, email, and chat
• Monitor video and alarm surveillance and alert the appropriate institutions when needed.
• Answer emergency calls for status checkups
• Respond to customer inquiries promptly and professionally, ensuring accurate and helpful information is provided
• Guide customers through issue resolution processes, providing step-by-step instructions and ensuring a satisfactory resolution
• Document customer interactions, including inquiries, issues, and resolutions, in a clear and concise manner
• Proactively identify opportunities to improve support processes and customer experiences, and suggest actionable solutions
Requirements:
• Proven experience in a customer support or technical support role, preferably in a 24/7 support environment
• Flexibility to work in rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage
• Excellent problem-solving skills with a focus on providing practical and effective solutions.
• Exceptional communication skills, both written and verbal
• Excellent English language skills
• Ability to work independently and prioritize tasks effectively while collaborating well within a team environment
• Basic IT support knowledge would be an advantage
What we offer:
• Dynamic, proactive, and friendly environment
• Competitive salary
• Private health insurance
• FitKit Membership
• Fancy offices in the city center