Job Description

Front Line Chat Support Agent

Our client is an Australian-based company that has built workflow and automation software for mortgage brokers. It was developed by a top-producing mortgage broker, for mortgage brokers who want to write more business in less time and with less stress.

They are currently growing their remote team in the Philippines, and they are looking for a skilled front line chat support agent for their software solution.

Take this amazing career opportunity to do challenging work that will make a big impact and where your contribution is highly visible. This is the perfect career move for someone who is looking for career growth, skills improvement, home-based work set up to attain work-life-balance and a chance to work with a project that is unique and first in the market.

Overall purpose and responsibilities of the role:

The Customer Support Agent will help support and guide new and existing users, so they stay forever and tell all their friends what a great impact the company made.

Duties and responsibilities:

• Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software.
• Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc.
• Providing a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately, investigating and solving more complex requests or logging a bug report in JIRA for the development team to address.
• Updating client workflows and/or performing behind the scenes account customizations to help support users' implementation of the app.
• Conducting account "health checks" to determine who well customers are using the software, so the team can deliver targeted support and solutions.
• Actioning subscription changes such as upgrades, downgrades, or cancellations.
• Helping to keep the documentation updated as features change and evolve.

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