Tier 1 Support Agent

Job Summary

We are seeking a customer-focused and detail-oriented Tier 1 Support Agent to join our team. In this role, you will provide support to customers and drivers through chat and SMS channels, ensuring timely issue resolution and an exceptional customer experience. The ideal candidate is a strong communicator, comfortable working in a fast-paced environment, and capable of managing multiple conversations simultaneously.

Key Responsibilities

Provide customer and driver support through chat and SMS channels.

Respond to inquiries promptly and professionally while maintaining high service standards.

Manage multiple active conversations simultaneously without compromising quality.

Resolve delivery, dispatch, and logistics-related issues efficiently.

Use support tools and internal systems to investigate and resolve customer concerns.

Collaborate with internal teams to ensure smooth operations and issue resolution.

De-escalate challenging situations and maintain a positive customer experience.

Accurately document interactions and follow established processes.

Required Qualifications

Minimum 2 years of experience in customer support, dispatch, logistics, or a related field.

Previous chat support experience is strongly preferred.

Strong written English communication skills (B2 CEFR level or higher).

Typing speed of at least 50 WPM with high accuracy.

Ability to handle three or more concurrent chats effectively.

Experience using tools such as Twilio Flex, Zendesk, Slack, Google Maps, and other web-based applications.

Strong problem-solving and multitasking abilities.

Excellent interpersonal and conflict-resolution skills.

Preferred Skills

Experience in delivery, transportation, or logistics operations.

Ability to work independently in a fast-paced environment.

Customer-first mindset with strong attention to detail.

Work Schedule

Must be available to work evenings, weekends, and holidays based on business needs.

Flexibility to support peak delivery periods and operational requirements.

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Tier 1 Support Agent