GlideFast Consulting, a division of Apex Systems, is an Elite ServiceNow Partner that specializes in delivering exceptional solutions on the ServiceNow platform. We pride ourselves on offering industry-leading services, unparalleled expertise, and a track record of positive customer reviews. Our extensive experience in ServiceNow, combined with our unwavering commitment to customer success, sets us apart from our competitors and enables us to deliver successful outcomes for every client. Whether it's our deep platform knowledge, process-driven standardization, or innovative approach, we are dedicated to providing our customers with the best possible experience. ServiceNow Elite Sales, Services and Technology Partner Authorized ServiceNow Training Partner.
About The Role
We are seeking a dedicated and empathetic Customer Support Agent to join our offsite Customer Support team. In this full-time, hourly position, you will be the first point of contact for our customers, providing exceptional service and solving their inquiries with professionalism and efficiency. Your ability to communicate fluently in English and your passion for helping people will be critical to ensuring our customers have an excellent experience.
What You'll Do
- Respond to customer inquiries via email, chat, and phone with professionalism and empathy.
- Assist customers with troubleshooting, billing questions, and product or service information.
- Handle customer complaints by offering appropriate solutions and following up to ensure resolution.
- Document customer interactions and escalate complex issues to appropriate team members as needed.
- Maintain up-to-date knowledge of company products, services, and policies to provide accurate information.
- Collaborate with team members to improve customer service processes and overall customer satisfaction.
- Monitor and meet individual performance metrics and service level agreements.
Qualifications
- Fluency in English with excellent verbal and written communication skills.
- Proven experience in a customer support role or similar position is preferred.
- Strong problem-solving skills and a solution-oriented mindset.
- Ability to work independently in a remote setting with minimal supervision.
- Proficient with customer service software, CRM tools, and basic computer skills.
- Strong time-management abilities and the capacity to handle multiple tasks simultaneously.
- High school diploma or equivalent required; additional education or certifications in customer service is a plus.
The pay range for this role is:
20.18 - 31.90 USD per hour(Remote (Baton Rouge, Louisiana, US))