Title: Customer Support Agent
Hours:
- Working hours: Shifts - starting with evenings from 3pm to 11pm Monday to Friday (this may move to being earlier)
- Training schedule: Hours will be 1pm to 9pm Sunday to Thursday
Who we are
Juno Journey is a personalized employee development platform. The platform provides businesses with the tools to engage their people and empower them to grow professionally by how they onboard, enable, develop, and retain them throughout the employee life cycle.
What we are looking for
We are looking for a Customer Support Agent who will provide tier 1 support and answer most of our customers needs and questions, troubleshooting, reporting and following up on reports, making sure they get the absolute best support experience they can get.
You will be responsible for:
- Resolving daily support tickets, including resolving customer queries, recommending solutions and guiding product users through features and functionalities.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing team
What skills & experience you’ll bring to us:
- Tech-oriented
- Excellent level of English (written and spoken)
- Excellent human and communication skills
- Customer support platform experience (HubSpot, Zendesk, Intercom etc.) an advantage
- SaaS B2B experience preferable
- Experience with Monday platform - would be nice.