- Working 80% schedule- Responsible for the complete knowledge base for our support team- Creating and updating new and existing processes based on new policies, changes, or suggestions- Revision of processes to ensure efficiency and remove outdated information- Supporting support escalations from questions or uncertainties - Tracking update changes for data metrics

-Handling and own severe Critical Incident tickets, in line with Voi's incident protocol.-Handling escalations and identifying agent knowledge gaps and assisting in building guidance and supporting documentation for other members of Voi’s User Support organisation.-Being the point of contact to selected Insurance partners, leading efforts to identify and carry out continuous service and operational improvement on the claims process.-Actioning and resolving GDPR requests from users or coordinate data gathering.-Handle police requests in line with internal procedures.-Continuously improving the efficiency of Voi's work e.g. by identifying means of automation, improving processes, developing playbooks and delivering training sessions.

- Being the Front Line client support member of the client services team.- Delivering the company's international clients with best in class service of products, be it video and lives and liaison via email requests and polite phone manners- Liaising with established customers and prospects and collating feedback to aid the overall user and customer experience to the company- Dealing with all the incoming clients’ requests and questions- Liaising with intake and live desk on coverage details- Helping to troubleshoot technical issues- Overseeing live signal delivery and video-on-demand services- Liaising with IT and website developers on all the website issues for delivery of products- Sending breaking news and live events alerts- Creating morning /evening newsletter, depending on a shift pattern- Reporting to the client desk producers all the issues and feedback from the clients for perusal- Liaising between newsroom, client producers, and clients to deliver best services in a smooth and timely manner- Maintaining an in-depth knowledge of Ruptly and all RT content/output at all times- Assisting constantly and consistently with client requests, complaints- On call shifts to support client support

* Investigating and resolving safety reports while enforcing policies and mitigating brand damage* Providing immediate support to customers who have experienced sensitive issues (e.g., drugs, hidden cameras, violent threats, etc.)* Understanding and upholding complex procedures and policies* Working under pressure and time-limitations gained by working real-time violations* Following workflows and guides efficiently to keep up with metrics* Reviewing sensitive content with the utmost privacy and discretion* Reporting any errors or best practices to improve performance* Mentoring agents during their learning process* Keeping track with several requests complying with time limits* Calibrating knowledge to certify the best procedures are being followed during reports of policy breach* Handling stressful situations while maintaining the highest level of professionalism possible* Communicating over email and phone with distressed customers to deliver instructions and decisions

* Mediating reports of Property damage up to $14k USD* Managing with detail a significant amount of claims* Resolving conflicts among customers* Calculating payouts using insurance-like tools, such as depreciation, ACV, etc.* Validating claims looking out for possible fraudulent reports* Guiding new agents on new procedures as part of mentoring