Job Title: Customer Support Agent for Vpn Service Company

Mode of Work: Online
Job Type: Full-time

Overview:
Our company delivers secure and efficient VPN services to internet users. In the current digital environment, where privacy concerns are prevalent, we strive to offer users a reliable and unrestricted browsing experience.

About the Role:
We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Agent and provide exceptional support to our customers, ensuring they have a seamless experience with our VPN services.

Key Responsibilities:
• Manage support inquiries through live chats, tickets, and emails, covering both pre and post-sales support (1st and 2nd level).
• Address and resolve customer issues related to refunds, cancellations, and technical problems.
• Escalate complex issues to the appropriate departments when necessary.
• Ensure adherence to Key Performance Indicators (KPIs), including Customer Chat Satisfaction, Ticket Satisfaction, First Response Time, and Missed Chats Percentage.
• Collaborate with the Quality Assurance team to maintain high standards of customer service.
• Participate in daily monitoring and evaluation of interactions to ensure quality and consistency.
• Provide biweekly reports on support activities and KPIs.

Requirements:
• Proven experience in a customer support role, preferably within the tech industry.
• Excellent communication skills, both written and verbal.
• Familiarity with support tools such as Live Chat Inc and Zendesk.
• Strong problem-solving skills and the ability to handle challenging situations with ease.
• Ability to work independently and manage multiple tasks efficiently.
• A customer-centric approach with a commitment to delivering outstanding service.

Preferred Qualifications:
• Experience with VPN services or in the cybersecurity industry.
• Technical knowledge related to internet privacy and security.

What We Offer:
• Competitive salary and benefits package.
• Opportunity to work with a dynamic and innovative team.
• Professional growth and development opportunities.

Shift timing:
• 6:00 AM - 3:00 PM ET
• 3:00 PM - 12:00 AM ET