Customer Support Agent

Job Description

HeyGen is seeking a dynamic Support Agent (L2) to join their Customer Support team. This role is pivotal in solving advanced support tickets and developing efficient processing to streamline support operations. The ideal candidate will bring a proactive troubleshooting mindset and experience in customer service, using their skills to enhance user support experience.Role involves:

• Managing and resolving advanced support issues while providing expert guidance to users.
• Developing and implementing efficient processes to enhance team productivity and effectiveness.
• Monitoring and reporting on key performance metrics to ensure targets are met and service levels are maintained.
• Collaborating with Level 2 (L2) agents to streamline support efforts and improve resolution times.
• Acting as a point of escalation for complex support scenarios and guide agents through the resolution process.

Requirements:

• Proven experience in customer support or a similar role, with a strong focus on service delivery.
• Proficient in basic troubleshooting techniques; no coding experience necessary.
• Familiarity with various platforms and the ability to quickly adapt to new technologies.
• Demonstrated ability to lead and inspire a team in a fast-paced environment.
• Strong communication and interpersonal skills, capable of fostering positive relationships with both team members and users.
• A service-oriented mindset with an emphasis on efficiency and problem-solving.
• Thrive in a fast-paced and dynamic environment

Role offers:

• Competitive compensation
• Dynamic and inclusive work environment.
• Opportunities for professional growth and advancement.
• Collaborative culture that values innovation and creativity.
• Access to the latest technologies and tools.