Hours: SHIFT BASED- Monday to Friday (24/5)
Shift pattern (3 per day): 7am to 3pm, 3pm to 11pm, 11pm to 7am (may change dependant on incident volumes)
Working model: Hybrid
TECHNICAL SUPPORT AGENT
ABOUT THE ROLE:
PrettyDamnQuick (PDQ) helps e-commerce businesses deliver online orders to customers faster for less. Basically, we’re on a mission to provide an Amazon-like customer experience for small businesses. We have doubled in size in 6 months and on a mission to continue that growth!
This role is technical, managing a small number of highly complex tickets and issues per day. This is not a role where you will be fixing 50+ issues and questions a day but you will be a PDQ super user, product expert and go-to for some of the biggest e-commerce brands in the World.
Requirements
This job is suitable for someone:
- Proven experience in a customer facing role, preferably within a SAAS environment
- Proven experience in a technical role using databases, logs and root cause analysis
- Ability to maintain a positive, empathetic and professional attitude toward customers at all times
- Excellent English communication skills, both verbal and written
- Ability to multitask, prioritise, and manage time effectively
- Customer orientation and ability to adapt/respond to different types of customers
- Experience with Live Chat platforms & CRM (Intercom preferred)
- Advantage: experience with eCommerce, Shopify, Stores, monday.com, Slack, Jira mySQL, API and datadog (similar)
What you will be doing:
- Respond to customer queries in a timely, accurate and professional way, via chat (LiveChat), phone or email
- Manage, report and escalate customer issues/bugs to relevant departments
- Follow up with customers to ensure their queries are resolved
- Process and log important information about customers into the CRM system (HubSpot) and Monday.com
- Collect customer feedback to ensure overall customer satisfaction within the company
- Collect customer feedback & requests and share with relevant teams (outbound)
- Able to cover earlier shifts and weekends on occasions when other team members are on vacation or during peak periods
Benefits:
- Probation passing bonus (paid after 3 months)
- Private medical insurance (after 6 months)
- Hybrid working model - work from home, office or both
- Regular team meetups - dinners, outdoor activities and events
- Opportunity to travel
- Access to further learning & development courses
