Customer Support Specialist - Fully Remote - Work from anywhere!

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Company Overview

Omnipresent is a global employment platform that focuses on facilitating companies to hire, onboard, pay, and manage employees and contractors efficiently across the globe. With a strong emphasis on complying with various regional labor laws, Omnipresent combines HR, legal, payroll, and benefits expertise to deliver top-notch services in over 150 countries. They prioritize compliance with tax obligations, streamline the onboarding process, and ensure timely payroll processing while offering competitive benefits to their workforce.

Job Overview

The position being offered is for a Customer Support Specialist who will work in a fully remote capacity, allowing individuals from anywhere in the world to apply. The role is essential for delivering remarkable support and ensuring customer satisfaction by being the frontline for all inbound inquiries. As a vital member of the L2 support team, the candidate will partake in providing second-level support and ensuring a seamless customer experience by addressing issues promptly and effectively.

Responsibilities

The responsibilities outlined for this position include:

• Serving as the first point of contact for customer inquiries, providing timely responses via email and chat particularly within Central Standard Time (CST).
• Triaging customer inquiries by understanding and differentiating between issues that can be resolved quickly and more complex cases requiring escalation to subject matter experts (SMEs).
• Documenting all customer interactions in a ticket management system while adhering to predefined service level agreements (SLAs) for response and resolution times.
• Ensuring that all communications are effective and aligned with the company's tone, providing a human touch in each interaction.
• Keeping abreast of documentation and updating processes when necessary, demonstrating a proactive approach to problem-solving and customer engagement.

Required Skills

To be a successful candidate for this role, applicants should possess the following skills:

• Strong written communication skills in English; knowledge of an additional language is considered a plus.
• Experience in customer support, particularly in a SaaS startup, where they have potentially navigated customer objections and provided solutions effectively.
• The ability to manage their time effectively while delivering on tasks and engaging with customers empathetically.
• Familiarity with HR processes can be beneficial as this position works closely with HR-related inquiries.
• A proactive attitude with a focus on learning existing systems and processes to contribute meaningfully to the support team’s objectives.

What They Offer

Omnipresent is committed to providing a supportive and inclusive work environment that values flexibility and remote working. Some highlights of what they offer include:

• Shared ownership of the company, which fosters a sense of belonging and involvement in the company's journey.
• The opportunity for flexible working hours and the ability to work from any location.
• Access to training, coaching, and career development opportunities, encouraging personal and professional growth.
• Wellbeing support including services focused on mental health through companies like Plumm.
• Equipment necessary for home office set-up, including a laptop and monitor, along with coverage for internet costs.
• Additional regional benefits such as medical and life insurance, pension funds, etc.

Company Culture

Omnipresent is highly focused on inclusivity and believes in providing equal opportunities for all employees irrespective of their race, gender identity, socio-economic status, or other identifiers. They value different perspectives as they cultivate an environment that supports diversity within their workforce. Their mission aligns with the notion that remote working is a powerful equalizer, allowing individuals worldwide to access employment opportunities and contribute to the company's success, regardless of their geographical location.

Conclusion

For job seekers looking for a fully remote opportunity in the customer support domain, this role at Omnipresent represents a compelling option. With a global perspective, an emphasis on inclusivity, and a commitment to employee welfare, Omnipresent may offer the perfect blend of flexibility and professional development.

This job offer was originally published on himalayas.app