Responsibilities

As a Tier 1 Customer Support Representative, you will build meaningful connections by handling customer interactions across chat and email with professionalism and empathy, leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, navigate and utilize various support platforms and tools to assist customers effectively and efficiently, work closely with internal teams to provide clear and concise updates, and contribute to seamless customer experiences. You will also monitor and maintain customer satisfaction through KPIs such as First Response Time, Quality Monitoring, Customer Satisfaction Score, and Average Case Handle Time, while minimizing escalation rates.