Customer Experience Technician

hace 3 días


Caracas, Distrito Federal, Venezuela Vernehq A tiempo completo
Join or sign in to find your next jobJoin to apply for the Customer Experience Technician role at VerneHi there We are South and our client is looking for a Customer Experience TechnicianNote To Applicants:Eligibility: This position is open to candidates residing in Latin America.Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.Job Summary:As a Customer Experience Technician, you'll be at the forefront of delivering exceptional support to photographers, understanding their unique needs, and empowering them to succeed with our platform. This role combines hands-on customer support, workflow optimization, and technical problem-solving—with a focus on automation and AI-driven efficiencies.Key Responsibilities:Customer Support (75%):Deliver Exceptional Support:Maintain a 90%+ CSAT score while handling at least 100-150 tickets per week with a fast first response time.Troubleshoot and resolve customer issues with clarity and efficiency.Technical Troubleshooting & Process Optimization:Identify recurring customer pain points and propose scalable solutions.Collaborate with internal teams to advocate for customer needs.Technical & Automation (25%):Automate & Optimize Support Workflows:Identify inefficiencies and implement automation-driven solutions to enhance the customer experience.Regularly research and improve chatbot performance, reducing drop-off rates and enhancing AI responses.Payment & Cashout Process Support:Ensure the failed payment process is fully automated within 30 days through automation and proactive support.Ensure the cashout process is fully automated within 60 days.Actively contribute to Help Desk ticket automation to reduce repeat inquiries.Continuous Improvement & Innovation:Proactively seek out ways to streamline and scale the support experience.Stay ahead of trends in AI, automation, and technical support best practices to improve the company's customer experience.Qualifications:Proficient in English: Strong written and verbal communication skills to support English-speaking customers.Customer Service Experience: Background in customer support with a focus on satisfaction and issue resolution.Critical Thinking: Ability to analyze situations and make informed decisions independently.Empathy and EQ: High emotional intelligence, with an empathetic, patient, and solution-oriented approach to customer interactions.Tech-Savvy: Comfortable with online platforms, AI, and quickly learning new tools.Team Collaboration: Proven success in working with teams towards common goals.Adaptability: Ability to thrive in dynamic, evolving environments.Initiative and Drive: Demonstrated self-motivation to solve problems and improve processes.Preferred Skills:Team Leadership: Experience managing, mentoring, or guiding teams, especially in support or customer service environments.Tech Stack Knowledge: Familiarity with HubSpot, Slack, Notion, Asana, and Google Drive.Process Improvement: Ability to identify inefficiencies and implement streamlined processes that increase team productivity and customer satisfaction.Experience working with Photographers: Knowledge of the challenges and demands of photographers' work, which helps provide tailored support and anticipate common needs.Compensation: $1,300 - $1,600 USD / month.Bonus Structure: 10% Discretionary Bonus, paid out 3x a year.Working hours: 9am - 5pm in either EST or CST.If this opportunity sounds good to you, send us your resumeSeniority levelAssociateEmployment typeFull-timeJob functionCustomer ServiceTechnology, Information and Internet and Photography
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