Who we are
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.
Why?
With so many companies transitioning to remote work, what we offer is more relevant than ever. We need great people who can hit the ground running and provide great frontline support to our customers.
What?
You'll be joining a well-oiled machine and serving as the first point of contact for inbound conversations. You'll assist where you can and escalate tickets to subject matter experts (SMEs) when needed. We have a lot of customers and customer employees who require a great customer journey, of which Support is key to delivering.
Who?
You have an incredible drive, are task-oriented, and are naturally curious and independent in your work. You have the drive and will to own the support queue and engage in delivering great support to our customers by striving to drive one-touch resolution. You are empathetic and thrive in a fast-paced environment
Your role
The Support Specialist will be our frontline inbound support for our customers. In addition to all the usual stuff a frontline support representative 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 inquiries. Differentiate between the issues that can be solved with the 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's security and data protection practices.
- Documenting and updating processes when required.
You’ve done some of these things…
- Delivered tasks and worked on projects of a limited scope, in collaboration with more senior team members. Focuses on learning existing tools, resources and processes.
- Followed standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
- Built stable working relationships internally.
- Delicately navigated customer objections and demands
- Used judgment, discretion, and resources to solve a variety of problems of limited scope and complexity
- Sought guidance from supervisor and more senior peers as needed when determining appropriate courses of action
- Supported customers via chat, email, or even phone.
- Demonstrated strong written communication skills in English (an additional language is a plus)
- Demonstrated compassion and patience.
- Worked in or closely with an HR team.
What's in it for you?
- Shared ownership: Being a part of our journey means you'll own a piece of Omnipresent.
- Flexible working: Work from anywhere in the world! We are genuinely as flexible as the work allows.
- Development: Training, coaching, and an environment that promotes career ambition and progression.
- Work environment: We are fully remote, allowing you to work from wherever you live in a flexible manner.
- Wellbeing: Mental health and wellbeing support and services through Plumm
- Home office setup: We will provide you with the equipment you need to work from home: laptop, monitor and we will also cover your internet costs.
- Additional benefits: We offer additional benefits that vary from region to region, such as medical, life insurance, pension/retirement funds and more!
We believe remote working is a great equalizer and we practice what we preach. Inclusivity is fundamental to our mission and we are committed to conscious inclusion. We believe in the potential of everyone; regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
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Last updated on Aug 1, 2024