Customer Support Representative

From the company's job description

The Account Care Agent provides high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal, access, and service-related concerns. The agent investigates the full account context, identifies the underlying customer need, uses sound judgment when information is incomplete, explains findings clearly, and owns the next best action through resolution or a well-managed handoff.

After the customer’s primary concern is understood and appropriately addressed, the agent listens for relevant needs and introduces suitable products, services, or support options through approved Boost and Engage practices. Recommendations must be needs-based, accurate, transparent, and beneficial to the customer.

Responsibilities:

• Review account history, prior contacts, notes, billing and payment activity, subscription details, access status, and open actions before deciding the next step.
• Diagnose and resolve concerns using approved tools, knowledge resources, processes, business judgment, and cross-functional support.
• Connect information across records to distinguish the immediate request from the underlying account issue and prevent avoidable repeat contacts.
• Explain account status, charges, notices, available options, process requirements, ownership, and expected next steps clearly.
• Take end-to-end ownership within role authority. Create complete handoffs, document accurately, and follow escalation or follow-up requirements when another team must act.
• Demonstrate empathy, composure, curiosity, and confidence during billing, collections, cancellation, renewal, and access-related conversations.
• Use critical thinking to work through incomplete, conflicting, or multi-system information without unsupported assumptions or commitments.
• Introduce approved products, features, or services through Boost and Engage when relevant. Resolve or stabilize the service need first, then position the recommendation naturally.
• Communicate professionally across phone, chat, email, and other supported channels and adapt explanations to the customer’s situation.
• Maintain accurate documentation of the issue, research completed, actions taken, ownership, and remaining commitments.
• Use approved AI-enabled tools responsibly to support research, knowledge retrieval, drafting, summarization, or workflow efficiency while validating outputs, protecting customer information, and remaining accountable for the final response or action.
• Observe recurring customer and process pain points, gather relevant examples, raise them constructively to leadership, and contribute practical improvement ideas.
• Meet quality, customer experience, productivity, compliance, and commercial activity expectations while contributing to team learning and continuous improvement.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)​
• At least 1 year of experience in customer service, account support, billing, retention, collections, subscription support, inside sales, or a similar customer-facing role.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Excellent spoken and written English with strong communication and active listening skills.
• Strong problem-solving, analytical, and decision-making skills.
• Customer-focused, empathetic, accurate, and solution-oriented.
• Comfortable working with multiple systems, customer records, and digital tools.
• Experience with voice and written customer interactions is preferred.
• Exposure to consultative selling, upselling, cross-selling, or needs-based recommendations is preferred.
• Experience with CSAT or similar customer-experience metrics is preferred.
• Must be in current role for 1 year.
• Must not have received any Disciplinary Action within the past 12 months.
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months.
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must have a successful or above rating in the last Enabling Performance cycle .







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