Digital Support Representative - #101130

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Key Responsibilities

• Receive enquiries and service requests from customers, and provide service either through resolving on first point of contact, or by escalating to the appropriate second level contact for resolution
• Prioritise, triage, and solve customer issues based on established processes and workflows,
• escalating as necessary
• Answer Inbound Calls and resolve as many cases as possible at Level 1
• Assess and provide clear, detailed descriptions of issues escalated to Level 2
• Document, track, and monitor client inquiries and issues in a detailed manner to ensure a timely resolution
• Continually keep customers informed of the progress and status of their inquiries
• Contribute unique issues and resolutions to knowledge base
• Contribute to feedback and documentation regarding product defects and enhancement requests

Required Skills and Knowledge

• Excellent verbal and written communication skills required to respond to customer requests via telephone calls and email
• Ability to manage and diffuse difficult or emotional customer situations, and knows when to escalate within established policies and procedures
• Experience with help desk software (specifically Salesforce Service Cloud is preferred)
• Experience with incident ticketing system (specifically Service Now is preferred)
• Demonstrated flexibility and responsiveness to work in a global, multicultural, fast-paced, everchanging environment
• Display mutual trust and confidence, compliance while contributing to an ethical and respectful culture
• Ability to work efficiently and independently in a high-pressure environment
• Commitment to excellence, team, and team building
• Detail-oriented focus and strive for information accuracy at all times