Support Agent (non-voice)
About EDIS Global EDIS Global is a dynamic and fast-growing company with a strong presence in the virtual private server (VPS) hosting market. With a global reach across 50 server locations worldwide, we cater to a diverse and international clientele, offering top-notch hosting solutions and services. Our commitment to quality and customer satisfaction has positioned us as a prominent player in the industry.
Job Overview We are seeking a dedicated and knowledgeable Support Agent (m/f/d) to provide exceptional chat and email support for our clients worldwide. This role requires an individual skilled in technical troubleshooting, customer service, and understanding of our virtual private server (VPS) products and related services.
Key Responsibilities:
- Technical Support: Provide (AI powered) expert assistance to customers through chat and email, resolving issues related to VPS configurations, network connectivity, and other technical matters.
- Knowledge Base Navigation: Efficiently utilize our comprehensive knowledge base to address customer inquiries about Operating System installation, ordering IP addresses, CPU cores and RAM specifications, location changes, and more.
- Emergency Response: Act promptly during critical situations, maintain Status Page articles, inform customers
- Product Guidance: Assist customers in understanding the features and benefits of our VPS services, including but not limited to handling the VPS management dashboard and consultation regarding the entire product lifecycle.
- Troubleshooting: Handle queries related to server performance, connectivity issues, billing, and service upgrades or downgrades.
- Billing and Invoice Management: Address customer concerns regarding payment methods, billing cycles, invoice clarifications, crypto payments and refunds.
- Feedback and Review Management: Encourage and guide customers on how to leave feedback or reviews on various platforms.
- Collaborative Problem Solving: Work closely with the technical team to resolve complex issues and contribute to the improvement of support processes and documentation.
- Content Creation and Improvement: Contribute to the development and updating of the knowledge base, leveraging customer interactions to inform content. Suggest and implement ideas to enhance our True Gen AI assistant, maintaining its relevance and utility for customers and the support team.
Requirements:
- Proven experience in customer support, preferably in a technical or hosting environment.
- Basic understanding of a Virtual Server, basic network configurations, and knowledge of common Linux and Windows operating systems.
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts to a non-technical audience.
- Patience and a customer-centric approach to handling queries and complaints.
- Ability to quickly learn and adapt to new tools and technologies.
- Strong problem-solving skills and the ability to work under pressure.
- Proficiency in English; additional language skills are a plus
Work Environment:
- Remote work opportunity with flexible hours.
- AI powered assistants (hybrid team)
- Requires a stable internet connection and a quiet workspace for undisturbed chat and email communication.
- Team collaboration through various digital platforms like Front, Intercom, Slack, Asana
Our Commitment: EDIS Global is an equal-opportunity employer committed to creating a diverse and supportive workplace. We welcome applicants from all backgrounds and experiences.
Application Process: Interested candidates should submit their resume along with a cover letter detailing their experience and why they are a good fit for this role to [email protected] Selected candidates will be contacted for an interview.
