Customer Support Agent

Gorgias·Remote(Belgrade)
Support

WFA Digital Insight

The demand for skilled customer support agents in the tech industry has grown significantly, with a 25% increase in job postings over the past year. As companies shift towards conversational commerce, the need for agents who can provide seamless and intelligent support has become paramount. Gorgias, a leader in conversational commerce, is looking for a Customer Support Agent to join their team. With a strong focus on quality, experience, and re-engagement, this role is perfect for those who are passionate about delivering exceptional customer experiences. Candidates should be prepared to demonstrate their technical skills, empathy, and problem-solving abilities to succeed in this role.

Job Description

About the Role

The Customer Support Agent role at Gorgias is an exciting opportunity to join a dynamic team that is revolutionizing the way customers interact with brands. As a Customer Support Agent, you will be the first line of contact for customers, providing top-notch support via chat, email, and video calls. You will be responsible for guiding customers through the setup of their accounts, explaining the various features and products offered by Gorgias, and troubleshooting any issues that may arise.

Gorgias is a company that is passionate about delivering exceptional customer experiences, and as a Customer Support Agent, you will be at the forefront of this mission. You will be working closely with the wider Customer Experience team to ensure that customers receive the best possible support, and you will also have the opportunity to provide feedback and suggestions on how to improve the product.

The role is based in Belgrade, with two days of mandatory office work per week. You will be working in a fast-paced and dynamic environment, and you will need to be flexible and adaptable to succeed.

What You Will Do

  • Provide exceptional customer support via chat, email, and video calls
  • Guide customers through the setup of their accounts and explain the various features and products offered by Gorgias
  • Troubleshoot any issues that may arise and provide alternative solutions
  • Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis
  • Assist customers with the setup, fine-tuning, and troubleshooting of the AI Agent
  • Collaborate with the wider Customer Experience team to ensure that customers receive the best possible support
  • Provide feedback and suggestions on how to improve the product
  • Stay up-to-date with the latest developments in conversational commerce and AI technology
  • Participate in training and development programs to improve your skills and knowledge

What We Are Looking For

  • At least 2 years of previous experience in B2B customer support, preferably for a tech/software product
  • Fluency in both oral and written English
  • Fluency in other languages is a plus
  • Strong technical skills and ability to learn new software and systems quickly
  • Experience with e-commerce platforms such as Shopify, BigCommerce, and Magento
  • Understanding of LLMs and ability to write clear prompts
  • Strong desire to provide exceptional customer support
  • Ability to work in a fast-paced and dynamic environment
  • Strong problem-solving skills and ability to think critically

Nice to Have

  • Previous experience working with APIs or in the SaaS industry
  • Experience with video calls and remote support
  • Knowledge of AI technology and conversational commerce
  • Certification in customer support or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a dynamic and fast-growing company
  • Collaborative and supportive team environment
  • Professional development and training opportunities
  • Flexible working hours and remote work options
  • Access to the latest technology and software
  • Recognition and reward for outstanding performance
  • Comprehensive health insurance and wellness programs
  • Generous PTO and holiday allowance
  • Remote stipend and home office setup support

How to Stand Out

  • Make sure to highlight your technical skills and experience in your application, particularly in areas such as e-commerce platforms and AI technology.
  • Practice your communication skills, as you will be working with customers via chat, email, and video calls.
  • Research Gorgias and the conversational commerce industry to demonstrate your knowledge and enthusiasm for the role.
  • Be prepared to provide examples of times when you have provided exceptional customer support and troubleshooting.
  • Show your ability to work in a fast-paced and dynamic environment, and highlight your flexibility and adaptability.
  • Don't be afraid to ask questions during the interview process, and make sure to understand the company culture and values.
  • Consider creating a portfolio or examples of your previous work to demonstrate your skills and experience.

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