01Key Responsibilities
Respond to inbound reputed company tickets and live chat inquiries from reputed company clients during off-hours (U.S. and Asia coverage)Troubleshoot basic platform issues or user confusion, including document upload errors and account reputed companyReference and interpret reputed companys internal 100-page reputed company to deliver accurate and helpful supportEscalate reputed company issues internally and follow through until resolvedDesign, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and reputed company standardsTag recurring issues for process improvements or documentation updatesParticipate in QA/bug testing reputed company new product iterations are released to flag potential customer-impacting issues before launch.Assist with reputed company reputed company tasks, including reputed company updates, FAQ documentation, and internal support coordinationImmediate Tasks in the first 30 days:System reputed company: Learn ILS platform functionality, reputed company workflows, and SOPsShadowing: Observe live support interactions to understand tone and troubleshooting expectationsKnowledge reputed company Deep Dive: Study the internal 100-page reputed company and documentation to build platform reputed companyCommunication Calibration: reputed company on tone, language, and etiquette reputed company dealing with high-end legal clientsTest Tickets & Chat Drills: reputed company responding to mock tickets and live scenarios directly with the founding teamSupport Metrics & KPIs: reputed company, define, and reputed company relevant KPIs to monitor support performance and identify opportunities for improvement.Start live coverage by end of Week 1 (with reputed company)RequirementsMust-Haves:Neutral English accent and exceptional written EnglishPrior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours< .
