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 looking for a dedicated and empathetic Offsite Phone Support Agent to join our Customer Support team. In this full-time, hourly position, you will serve as the first point of contact for our customers, providing exceptional support over the phone in English. This role is vital to ensuring a seamless experience for our clients as you resolve issues, answer questions, and deliver outstanding service all from the comfort of your remote location.
What You'll Do
- Provide prompt and professional phone support to customers in English.
- Respond to inbound calls to address questions, troubleshoot issues, and resolve concerns efficiently.
- Maintain a deep understanding of company products, services, and policies to provide accurate information.
- Document customer interactions and feedback in the company's customer relationship management (CRM) system.
- Collaborate with other team members and departments to resolve escalated customer issues.
- Meet and exceed performance metrics, including response time, customer satisfaction scores, and resolution rates.
- Identify patterns in customer concerns and communicate them to leadership to support continuous improvement initiatives.
- Adhere to company policies, procedures, and confidentiality standards at all times.
Qualifications
- Fluent in English with strong verbal and written communication skills.
- Previous experience in customer support or a related field, preferably in a remote environment.
- Ability to handle a high volume of calls while maintaining a courteous and professional demeanor.
- Strong problem-solving skills and the ability to think quickly on your feet to address customer needs.
- Proficiency in using CRM software and basic computer applications, such as email and spreadsheets.
- Excellent time management and organizational skills, with the ability to work independently.
- High-speed internet connection and a quiet, distraction-free workspace for remote work.
- A positive attitude, patience, and a passion for delivering exceptional customer experiences.
The pay range for this role is:
22.82 - 34.62 USD per hour(Remote (Akron, Ohio, US))