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Customer Support

WHO WE ARE

We are a London-based Telco who sells advanced services to predominantly small UK businesses and we are looking for an organised and responsible support agent, who is tech-savvy and can guide customers through our products on our website. There is a clear and simple process that you will follow to help customers solve their problems. All support will be done by email and our website – there is no telephone support required.

We are working on "Agile Solutions" which will apply modern Agile techniques from development and apply them to eliminate customer frustrations through customer support and consulting.

WHAT WE WANT

You will do two support sessions per day where you will review customers’ needs and:

• Direct the customer to the correct department (e.g. if it was a payment enquiry)

• Help the customer clarify their request (I am sorry it is not working, please could you…)

• Give the customer simple solutions (which they probably would have been able to find on our site anyway)

• Interact with the customer in a friendly, reassuring and professional manner

• Promote any tickets to another department if the problem is beyond your training

When you are not doing the sessions, then you will be working on improvements to our website to assist customers to solve problems themselves.

There is a daily meeting to discuss problems and interesting tickets and a weekly “agile improvement meeting”.

PERSON / SKILLS REQUIRED

Soft Skills

• Fluent English: spoken and written

• Ability to follow written instructions to arrive at a desired outcome when assisting customers with their problems and when following guidelines on how to write up dmNotes

• Verbal presentation skills

• Technically astute

Hard Skills

• Some experience of having used a support system (e.g. Kayako) that works on ticket allocation

• Intermediate Microsoft Office experience: Excel for Support Sessions Report and Word for the capture of the L3/improvements from the support session

Nice to have but not essential

• Instruction writing

• Content planning / change management capability

APPLICATION

Please provide 2 x references/feedback from previous clients that you feel most closely match the skills and requirements of the job spec.

Please expand on your technical / IT proficiency:

• Word

• Excel

• Any support systems that you have used in the past

If you have any writing experience, please supply an example of a web page or document that you have written. You can either supply the URL or a pdf document.

HOURS /PROGRESS

Monday to Friday, UK working hours

08h00 to 13h00

Career path options include:

• Senior support

• Web authoring

• Customer solution consulting

Skills: Customer Support, English (UK), English (US), Microsoft Office, Technical Support

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Project ID: #12709043

25 freelancers are bidding on average £7/hour for this job

jkaranm

Hi! Our business is to make yours effective & efficient. We have a sound understanding of our Clients’ operations and corporate goals. As one of the pioneer professionals in the outsourcing/call center industry in More

£10 GBP / hour
(9 Reviews)
7.2
Excelentt

I have done all of the tasks. Kindly share more details about your business. Have you created canned responses / call scripts? I have done the exact same task before and handled almost every situation faced by e More

£5 GBP / hour
(21 Reviews)
5.6
benni25

A proposal has not yet been provided

£5 GBP / hour
(87 Reviews)
6.0
rodrirosa123

Hello, my name is Pablo Rosales and I live in Nicaragua. I am very organized, very efficient and very professional. I have a Bachelors in Management from an USA University. I am also very friendly and patient when i More

£9 GBP / hour
(5 Reviews)
4.6
£6 GBP / hour
(10 Reviews)
4.2
£8 GBP / hour
(3 Reviews)
2.6
viya89809

Hi I am Mohana from India, I hold 8 years of experience in Customer Support & Email handling. I had been working with Dell, Symantec & Mcafee. I have worked on many small customer support projects on freelancer. Have More

£6 GBP / hour
(1 Review)
2.1
JANSI02

Hi, I would like to apply for this job. If you are online now please contact me so that we can discuss about it. Best regards, Jasenka J

£5 GBP / hour
(4 Reviews)
2.5
seashore01

Hi, I have read your project description properly. I would like to work on your project. I can give you good quality plagiarism free and copyscape pass content/articles/blog/reviews with SEO friendly. I can do that a More

£8 GBP / hour
(1 Review)
1.6
courregesd

Dear Sir or Madam, Thank you for the opportunity to participate in your project. I am an Administrative Assistant from Argentina and I am very interested in working for this specific project because I value long-te More

£8 GBP / hour
(2 Reviews)
1.3
RaihanS4R

A proposal has not yet been provided

£5 GBP / hour
(1 Review)
0.6
TameaG

Hi, I'm Ricky, a computer systems engineer but also highly experienced in managing a business. I managed several successful multilingual online stores and one of my primary duties has been email customer service and li More

£10 GBP / hour
(2 Reviews)
0.0
annea03

I am a graduate of BSBA Major in Human Resource Development Management in Philippines. I also spent 2 years as an Accountancy major before shifting to Human Resource. With these educational background, I believe I can More

£8 GBP / hour
(0 Reviews)
0.0
dannyrodriguez

I have more 6 years of telecom support experience working with BCM One and Netfortris. I have also worked for small and medium business as a Dell hardware technician. I have CCNA training as well and know I would be a More

£8 GBP / hour
(0 Reviews)
0.0
pohema1987

Hello, I have read your brief and really intrested in working with you. I have an Engineering/IT background, proficient in Microsoft office, fluent English both written and verbal. I will love to begin immediately. Reg More

£8 GBP / hour
(1 Review)
0.0
jehadkhabour

i have a good experience in this field as i was IT Manager , and technical support engineer i hold bachelor degree in computer science , and am available i dealt with all operating systems , servers , exchange i a More

£5 GBP / hour
(0 Reviews)
0.0
mahanamasachini

Hi there, I am Sachini, a 22 year old professional freelancer. I'm currently looking for a company to work with on a long term basis and this job posting caught my eye. Please find the references at the bottom of t More

£11 GBP / hour
(1 Review)
0.0
AURusho

Hi I have got extensive virtual operation managing experience under my belt so far in different industries/feilds. Hoping to hear from you asap inorder to take it further.

£8 GBP / hour
(0 Reviews)
0.0
Darkerraizel

hi I am fluent in U.S. English . a good command over English grammar. I am also a business faculty student . I am quite confident my skills will be adequate for this job.Looking forward to working with you.

£5 GBP / hour
(0 Reviews)
0.0
mohammeddiab88

Customer solution consulting I can work with you as your assistant as I have MBA in Marketing and I am a petroleum engineer, I can do it easily and the work will be very smart I can handle all kinds of social medi More

£9 GBP / hour
(0 Reviews)
0.0