The client is looking for a customer care agent to tackle difficult customer issues that their AI bot couldn’t handle and to ask insightful questions that get to the crux of the customer’s problem.
The successful candidate will be expected to do the following:
- Address challenging customer issues that the AI bot was unable to assist with.
- Make probing inquiries that get to the heart of the client’s issue
- Develop answers based on product expertise and the company’s knowledge bases.
- Learn about new products, features, and solutions (this takes up 25% of the customer care agent’s time).
Such a person will not:
- experience boredom from answering simple questions about the same product every day.
- address easy or uncomplicated problems, such as password resets.
- work alone and avoid real-time interactions with customers.
- analyze, write, or debug the source code.
Responsibilities
- Assume responsibility for customer support incidents and utilize all available tools and information to resolve them.
- Develop work quality over time by incorporating the criticism and advice received.
Qualifications
- Ability to speak English fluently and with assurance to tech-savvy clientele.
- Experience in technical problem-solving and troubleshooting.
- Be an advocate for the customer, be empathic, and have meticulous attention to detail.
- Experience providing technical/IT support for enterprise software products is an added advantage
- An IT-related bachelor’s degree would be a bonus too.