Customer Support Agent, Tier 1

The role

You will receive and respond to customer inquiries via email, phone, chat, and other channels. You will investigate and resolve inquiries, classify them by priority, and escalate issues to higher tiers.

What you will do

• Receive and respond to customer inquiries via email, phone, chat, and other channels
• Classify inquiries based on severity, type, and priority
• Investigate and/or resolve inquiries according to knowledge base articles and reference materials
• Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team
• Accept and retain ownership of requests, providing timely updates to customers
• Participate in cross-training to assist with backup coverage for other areas of Operations
• Possess a comprehensive understanding of company mission, products, and services
• Process, close, and/or reroute support tickets in line with required SLAs
• Collaborate with peers and manager to problem-solve everyday issues

Required qualifications

• Fluency in Spanish and English, both written and verbal
• Outstanding written and verbal communication skills
• Ability to multi-task in a fast-paced and constantly evolving environment
• Self-motivated to gain basic proficiency with new technologies, including Ai programs
• Demonstrated ability to support customers via chat, phone, and email
• Ability to work independently or work in small teams
• Strong analytical problem-solving abilities
• 1-2 years of experience in a customer service role
• Weekend availability
• Comfort working remotely or in-office
• Ability to work Eastern Time business hours

Nice to have

• Experience working in the FinTech care industry

About the company

Possible is a consumer finance company that helps people stay out of debt. They have delivered over $1 billion in funding to more than 1 million customers.