Email Support Agent

EMAIL SUPPORT AGENT

Job Purpose:

Join our Email Support team. Provide exceptional customer support, troubleshoot issues, and conduct remote sessions. Contribute to our knowledge base and identify product improvements. Requires strong technical skills (HTML, CSS, JavaScript, and SQL), excellent communication, and a passion for customer success.

Duties and Responsibilities:

• Handle live chat interactions.
• Manage cases within Salesforce.
• Troubleshoot and reproduce customer issues.
• Escalate complex issues to the R&D team.
• Conduct Zoom calls and screen shares for customer support.
• Write and maintain knowledge base articles.
• Develop and conduct training materials for Tier 1 agents.
• Identify and document feature requests.
• Act as a focal point for communication with R&D and product teams.
• Accompany new releases and ensure agent readiness.

Qualifications:

• With 2 or more years of experience in Technical Support.
• Familiar with SQL and web technologies such as CSS, HTML, and JavaScript.
• Knowledge of APIs is an advantage.
• Hands-on experience with the three main email authentication protocols: DKIM, SPF, and DMARC, is an advantage.
• Hands-on experience using SendGrid is an advantage.
• Hands-on experience with e-commerce platforms is an advantage.
• Skilled in effectively communicating with customers via email, chat, or phone.
• A high level of fluency in English is required.
• Strong analytical and troubleshooting skills.
• Ability to handle and escalate issues following internal procedures.

Our Benefits Package Includes:

• Generous Vacation Leave: Take time to recharge and relax with paid vacation days each year.
• Comprehensive Sick Leave: Stay healthy and recover with paid sick days when you need them.
• Health Coverage (HMO): Enjoy peace of mind with our extensive health insurance plan, ensuring you and your dependents are well-protected.