Handling inbound live chat requests via Intercom and HubSpot, addressing technical issues, account-related queries, and general questions about Flipsnack.Qualifying leads based on customer requirements, assigning them to the Sales team for further engagement.Collaborating with the Development team to address platform bugs and provide timely updates to users.Utilizing Intercom and Hubspot to enhance customer interactions and streamline support processes.Ensuring high customer… Show more Handling inbound live chat requests via Intercom and HubSpot, addressing technical issues, account-related queries, and general questions about Flipsnack.Qualifying leads based on customer requirements, assigning them to the Sales team for further engagement.Collaborating with the Development team to address platform bugs and provide timely updates to users.Utilizing Intercom and Hubspot to enhance customer interactions and streamline support processes.Ensuring high customer satisfaction, handling objections, and minimizing refund requests.Adapting to process changes and efficiently managing multiple chat requests under pressure.Meeting monthly performance targets for customer satisfaction and chat volume. Show less

Responded to customer inquiries promptly and effectively, maintaining high levels of professionalism and establishing positive rapport.Identified when issues should be escalated to other departments or Tier 2 support.Handled non-voice transactions as required.Entered and retrieved information accurately into the customer database system.Managed time and workload effectively to meet administrative requirements.Provided accurate and complete information to customers using… Show more Responded to customer inquiries promptly and effectively, maintaining high levels of professionalism and establishing positive rapport.Identified when issues should be escalated to other departments or Tier 2 support.Handled non-voice transactions as required.Entered and retrieved information accurately into the customer database system.Managed time and workload effectively to meet administrative requirements.Provided accurate and complete information to customers using appropriate methods and tools.Used guidelines and initiative to resolve queries and escalate when necessary.Promoted a positive image through enthusiastic and engaging communication.Fostered effective working relationships with colleagues.Ensured timely and accurate sharing of information and customer data. Show less

Provided comprehensive support to online students across Canada and internationally through telephone, chat, and email channels during 8-hour shifts.Resolved account, software, and hardware issues promptly and with a customer-oriented approach.Proactively identified trends in support calls and developed documentation to address frequently reported problems and issues.Alerted management to increasing trends, unusual activity, or repeated issues for further analysis and… Show more Provided comprehensive support to online students across Canada and internationally through telephone, chat, and email channels during 8-hour shifts.Resolved account, software, and hardware issues promptly and with a customer-oriented approach.Proactively identified trends in support calls and developed documentation to address frequently reported problems and issues.Alerted management to increasing trends, unusual activity, or repeated issues for further analysis and resolution.Demonstrated proficiency in troubleshooting and determining when to escalate issues to second-level support groups. Show less