About IBEX.

Ibex represents some of the worlds’ leading companies by providing superior service to their customers in areas of phone, chat and email. We know a happy agent makes a quality agent. You make the difference for our customers and your interactions influence how they feel about the brand they have chosen. Our agents matter! YOU MATTER!! Our focus is to provide a seamless candidate experience, a training environment that is conducive to the learner, benefits, perks, and engagement for our agents to ensure they have the best employee experience and the freedom to explore their interests while developing their skillsets.

Headquartered in Washington, D.C., we have delivery locations across 26 sites in seven countries and maintain a network of over 25,000 employees.

About the Role:

Ibex has partnered with an industry leader in technology and tools, to provide world-class experiences to the client’s user community. The ideal candidate is inherently empathetic, cultivating customer relationships with ease and leveraging their expertise to confidently resolve customer inquiries. Through their knowledge share, support deepens the customer’s utilization of their product and effectively onboards them to a suite of product features. This is a standout opportunity to leverage your technical expertise and provide help whenever, wherever the customer may need it.

Responsibilities:

• Elevate the relationship with customers by not only answering customer inquiries, but relentlessly looking for ways to enhance the user experience
• Purposefully expand your knowledge of the client’s products through continuous professional development, trainings, knowledge base articles and the experience gained from performing the role
• Independently problem-solve with consistency; in this front-line role it is your responsibility to craft accurate outcomes that prioritizes customer satisfaction
• Master the art of probing and active listening; anticipate customer needs and meet them where they are
• Embrace a hospitality mindset that makes customer care a differentiator
• Key performance indicators you’ll be measured against include Attendance, Adherence, First Call Resolution, Average Handle Time, Escalation Rate, Customer Satisfaction and Productivity
• Take ownership of the customers issue and solve the problem to fruition while delivering a high-quality experience
• Explain product features and benefits, set proper expectations for customer inquiries and where relevant, communicate technical troubleshooting in non-technical terms
• Proactively bring creative and thoughtful solutions to the team to enhance process, products, and service for continuous improvement

These positions are full-time, 40 hours per week. We are seeking candidates to fill a variety of schedules including days, nights and weekends. ibex sets every candidate up for success by offering a minimum of three weeks of paid professional training.

Requirements of the position include:

• Experience supporting voice, chat, email channels to provide top notch service
• Technically savvy individual who uses advanced problem-solving skills to troubleshoot software and ability to expand their knowledge base to better serve customers
• Proven technical literacy and ability to adopt new technologies, confidence with hardware. software, apps and connected devices.
• Harmoniously maneuver across multiple platforms, taking notes in-real time, navigating multiple databases, investigating, working on multiple screens, speaking to the customer and collaborating with peers in a time-conscious, results-driven workflow
• Strong emotional intelligence, committing to understand the complexity of the issue and the experience from the customers perspective
• Develop an understanding of complex technical issues across multiple products
• Work with Engineering teams to resolve issues and provide feedback to product development teams.
• Handle escalations from Tier 1 Support Representatives.
• Offer "premium Support" to key customers; remaining flexible with possible solutions.
• Ability to pull routine or on demand custom reports and dashboards.

Key Qualifications:

• 1-3 years of technical support experience
• Advanced technical knowledge and understanding of software, APIs, and databases.
• Familiarity with customer service software and ticketing systems
• Experience with data analysis and reporting
• Some technical college coursework *preferred

Preferred Qualifications

• Advanced chat, email, social, phone and CRM knowledge; IT or software admin experience
• Personal interest or foundational understanding of AI concepts
• Experience handling safety, PR and social media escalations
• Mobile or similar subscription support background

Possible/Preferred Candidate Profile

• Personal hobbies may include cooking, baking, car maintenance, gardening or other interests illustrating an interest in end-to-end processes.
• May be active on YouTube, reddit, discord or similar forums. May enjoy gaming and the gaming community.
• Confident and enthusiastic about subjects personal to them, as well as the explanation behind them. Considered an expert on a topic within their friends or family.
• Actively use their unique perspective and voice to explain content.

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 1 year

Experience:

• Technical support: 1 year (Required)

Work Location: In person