Customer Support Specialist

The Support Specialist will be our front line inbound support for our customers. In addition to all the usual stuff a front line support rep does in a SaaS startup, you will be: Providing first-level support to customers via email and chat within the Central Standard Time zone (9-5 CST) Working independently on first-level issues. Triaging customer enquiries. Differentiate between the issues that can be solved with help of existing documentation, or with routing questions to internal and external SMEs, and issues that require complex researching and multiple SMEs assistance. Recognise issues demanding urgent action and escalate them to support leadership immediately. For issues where documentation isn't readily available, as a first line, get assistance from the wider support team. If proceeding with the issue is straightforward, resolve the issue. Where more complex investigation or multiple SMEs assistance is required,promptly hand the ticket off to a more senior support representative. Document customer service interactions in the ticket management system. Adhere to the defined SLA's on first response timings. Adhere to the best effective business communication practices, internal communication style guidelines, and provide precise, correct, and timely responses with a human touch. Adhere to the company security and data protection practices. Documenting and updating processes when required.

Omnipresent is a global employment platform that enables organisations to compliantly hire, onboard, pay, and manage their employees and contractors worldwide. With our team of global HR, legal, payroll, and benefits experts, we offer premium Employer of Record services in over 150 countries, which includes legal support and streamlined employee onboarding and offboarding. Our services ensure compliance with tax obligations and local labor laws, timely and accurate payroll, and competitive global benefits, including pensions, health insurance, and family leave to ensure a great experience for both the employer and employee. We enable our clients to be able to employ anyone, anywhere, any way.