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Customer Experience Tier 1

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flydocs

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Location:

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

This is a remote position.

Job Responsibility:

  • Serve as the initial contact for customer queries via email, chat, or phone
  • Understand customer concerns and provide prompt responses using knowledge base and standard operating procedures
  • Troubleshoot common product issues, guiding customers through basic resolutions
  • Accurately log customer interactions and issues in hubspot
  • Identify and escalate complex issues to Tier 2 when needed
  • Work closely with cross-functional teams, including Technical Support and Product teams, to ensure customer concerns are addressed efficiently
  • Follow up on unresolved customer cases, ensuring timely resolution and customer satisfaction
  • Maintain a high level of professionalism and empathy in all interactions
  • Ensure compliance with SLAs (Service Level Agreements) for response and resolution times
  • Gather customer feedback and provide insights to improve product usability and support processes
  • Stay updated with flydocs product updates, new features, and system changes
  • Contribute to internal knowledge bases and FAQs to improve first-contact resolution
  • Participate in training sessions and skill enhancement programs

Requirements:

  • Customer Service Excellence: Strong communication and interpersonal skills to engage with customers effectively
  • Technical Aptitude: Basic understanding of SaaS applications, troubleshooting, and ticketing tools
  • Problem-Solving: Ability to analyze customer concerns and provide logical solutions
  • Time Management: Ability to handle multiple queries efficiently while meeting SLAs

Nice to have:

  • flydocs platform
  • Experience in the aviation or SaaS industry is a plus
  • Familiarity with CRM tools
  • Basic understanding of data handling and reporting
What we offer:
  • Generous leave policy, 25 annual leaves, 7 sick leaves plus maternity & paternity options
  • Inclusive medical insurance, For you, plus your spouse and up to two children
  • Group personal accident policy
  • Employee Assistance Program (EAP) and telehealth
  • Term life insurance
  • Empowerment through ownership
  • Global networking opportunities

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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