Position: Client Operations Agents (L1 Support)
Company: LimITless Technology Consultants
Experience required: no_exp
Category: Support
English level: fluent
Published: 2022-07-01T00:00:00+03:00

JOB DESCRIPTION
JOB TITLE:  Client Operations Agents (L1 Support)
ACCOUNTABLE TO: Team Leader, Client Operations
Working Hours:  Monday-Sunday3PM to 2AM (rotation)
Holidays:  Ukrainian Holidays
Benefits: 
-       Taxi compensation 
-	Growing team with new opportunities
-	Vacation compensation
-	HR benefits
-	Remote work during the war period
-       Wonderful team and amazing product

Job Purpose
An agent is responsible for the setting up and ongoing support of clients for an innovative web/mobile filtering solution.    The job holder will report into a Team Leader, Client Operations. The job holder will respond in a professional and efficient manner to client requests raised via different channels, including emails and telephone calls. They will follow the established policies and procedures.  It is encouraged that the agent shows initiative to identify opportunities to streamline processes that deliver the optimum client experience.
Values and behaviors
Embrace the high performing and caring culture of the organization to enhance the reputation of the client.
Principal Accountabilities
L1 Customer Support Agent will report to the Team Leader and work closely with other agents to provide a high level of customer service. Directly responsible for the following:
1.	Provide day to day client support via case management generated via multiple channels:
Ticketing system (Salesforce Service Cloud)
Phone Calls (including feedback and troubleshooting)
2.	continuously deliver a high-quality and effective service to clients, liaising with the Team Leader, as appropriate;
3.	Adhere to operational processes, policies and documentary requirements;
4.	Ensure all client and internal documentation is safely maintained and accessed, in accordance with GDPR and internal policy;
5.	Identify areas of personal development e.g. training on a specific activity and reach out to their Team Leader for assistance;
6.	Maintain a regular dialogue with other team members/leads, sharing learning experiences and enabling client to provide a consistent high-quality service;
7.	Use their own initiative to troubleshoot technical issues raised by the client and deliver solutions that meet policies. 
8.	Document any changes or new solutions for other agents to use 
SKILLS AND COMPETENCIES
Qualifications:
1. Relevant previous experience is desirable
Proven Experience:
1. Experience in working with a team
2. Basic computer experience
3. Spoken and written English at least advanced level
4. Hebrew language is a big plus
Knowledge, skills and abilities:
1. Good communication skills and an ability to interact effectively
across all levels within the organization
2. Ability to priorities multiple tasks
3. Good understanding of PC skills with the ability to document process’s 
Other attributes:
1. Strong team player
2. Ability to work under own initiative and follow direction from their Team 
3. Confidential, tactful and diplomatic
4. Puts the client first, acting sympathetically to their needs, thereby strengthening the overall relationship
5. Committed to working within the client’s agreed values and framework.