Building digital businesses, together.
Product Strategy • Product Development • Product Architecture • Mobile Apps • Big Data
1001 - 5000
💰 Private Equity Round on 2021-10
April 27
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Building digital businesses, together.
Product Strategy • Product Development • Product Architecture • Mobile Apps • Big Data
1001 - 5000
💰 Private Equity Round on 2021-10
• Knowledge of Unqork platform. • Provide Support to Unqork Clients by Ticket should be responded in 15 min and communication should be clear, kind, and relevant to the client's request. • Tickets are evaluated for priority and upgraded/downgraded as necessary Client response SLAs are followed based on Priority and Ticket Type • All initial client communications after confirmation of receipt should restate the customer issue & ask relevant clarifying questions • All client communications contain clear and explicit expectation on how many days or hours until they will hear from Unqork support again utilize UQ SLA guidelines • Tickets are escalated to appropriate other teams as needed following SLAs Urgent & High Requests are passed onto the next shift of individuals Calls are scheduled with clients as needed, and information is recorded internally in the ticket from the call outcome • Updates are provided to the customer within the set communication timeline expectations • Responses show kindness and professionalism to the client Questions are specific to the issue and do not ask for information already provided Responses do not contain incorrect information • Responses utilize Unqork's base communication framework Correctly escalating to management triage or US team Manage Unqork customer incident successfully • All tickets are assessed to be potential urgent issues, and appropriately escalated/de-escalated as needed • Incidents are successfully kicked off in PagerDuty and Slack • Additional teams needed in an incident are correctly identified and escalated to Support Management is escalated to as needed Clients receive regular communication back in ticket about incident progress
• Ticketing skills required • Excellent Client communication Skills • Exposure working with US/International projects • Smart communicators (basic trouble shooting and guidance to customers)
• Beach House • "Aseisthmus"("Asociaci\u00f3n Solidarista") • Charity Social Responsibility • Agreements with Costa Rican Universities • 1 Day off (Graduation) • 2 Days off (Bereavement, Marriage) • Learning and Development CR (courses, certifications, Tech training, mentor me). Sponsored certifications • Health & Wellness Program (Private Medical Insurance, Financial Talks and Soft Skills development) • Rewards and Recognition Program - Celebrate (recognitions per outstanding performance, anniversary, peer to peer) • Team Buildings • #LI-Remote
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