Qualify support tickets submitted by customers, by making sure that all of the information required for troubleshooting is present.
Understand and identify the root cause of the support tickets.
Respond to customer queries in a timely and accurate manner, by drawing upon your own personal knowledge of best practice solutions and Tradeshift knowledgebase.
Identify and forward support tickets related to other departments in a timely and efficient manner.
Escalate incidents that meet the criteria of Urgent incidents to the Team Lead or World on Fire channel.
Empathise with customers and provide the best customer service.
Ensure high quality of ticket handling, paying attention to communication used, and specific care for sensitive customers.
Be able to organise and prioritise a large portfolio.
Strive for continuous improvement and drive progress on all tickets.
Meet all established service level objectives
Provide LIVE support for our customers
Working with international customers
You’re perfect for this role if you
2+ years experience in SaaS based customer account/operations support is preferred
Deep and demonstrated passion for outstanding Customer Service
Demonstrated ability to work well under pressure
Strong prioritization and collaboration skills
Ability to keep calm and retain a positive attitude
Able to work independently and in a team environment
Our culture began day one when three Danes poured their heart and soul into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong match in the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock.
TradeShifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.
We value diversity and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Why you might like working here:
- You love autonomy and the freedom to get your work done how you want
- You like sharing your opinions and feeling like they matter
- You want to work for a company that requires you to bring your whole self to work every day: brains, heart, and guts.
- Fixed Transport & Communication Allowance
- Daily lunch and snacks provided by the company
- Extensive medical insurance coverage
- Optical and Dental benefits