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Customer Support Agent

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200Since 2023H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

1 day ago

Salary

Not specified

High SchoolEnglish

Job Description

• Own async email tickets and backlog items from intake to resolution. • Respond to learners with clarity, warmth, and precision. • Follow documented workflows and escalation guidelines consistently. • Ensure tickets are properly tagged, categorised, and documented. • Escalate technical or high-impact issues to senior team members when needed. • Contribute to knowledge base updates under guidance. • Participate in weekly trend reviews and learn how to interpret support data. • Spot patterns in recurring issues and raise them early, backed by clear data and insights. • Support social media escalations in collaboration with the broader team. • Maintain high QA standards across volume and complexity. • Strengthen the customer journey by ensuring our support experience is predictable, trustworthy, and human.

Job Requirements

  • Must have graduated from an ALX Program within the past 12 months.
  • Excellent written communication with the ability to make complex things simple and human.
  • Strong attention to detail and consistency.
  • Fast learner with a bias toward action and continuous improvement.
  • Comfortable working within structured systems and documented workflows.
  • Willingness to receive feedback and improve quickly.
  • Self-driven and reliable in a remote work environment.
  • Comfortable using ticketing tools such as Freshdesk, Zendesk, Hubspot, or similar platforms (or able to learn quickly).

Benefits

  • Health insurance
  • Professional development opportunities

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