Customer Support Agent - Multichannel

Who are we?

Pronounced "You and I", UENI provides low-cost, easy solutions to help small businesses get online and grow their business. Our goal is to simplify what small businesses need to do to get more visibility, customer leads, and sales.

Please note that only candidates based in Central/South America will be considered for this position.

Working Hours: Monday-Friday with one working weekend every 4 weeks 11am-7pm EST.

Training: First 2 weeks, Monday-Friday, 9am - 5pm EST.

Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses.

Responsibilities:

• Answer a variety of customer queries via different channels, including live chat, e-mail, and phone.
• Reach sales & retention targets to ensure the customer experience is maximized.
• Educate our growing customer base in the use of our tools and the technology that backs it up.
• Become an expert in every aspect of our products & be a true advocate for our customers.
• Collate and filter feedback from customers and make suggestions as to how we can improve our service and increase efficiency
• Investigate technical issues and provide ideas for fixes.

Requirements

• 2+ years in a Customer Service role responding to large volumes of emails and chats.
• Fluency in English is a must. Candidates should exhibit advanced proficiency in both verbal and written communication, with the ability to express ideas clearly and confidently.
• Experience in ticketing and/or live chat software is a must (Fresh Desk, Zoho Desk, Zen Desk, Happy Fox etc.)
• Experience working remotely is an advantage
• Strong communication skills, some of our team members are located in other offices.
• Genuine desire to create the best customer journey possible.
• Able to explain complex concepts in easy-to-understand language.