Support clients by managing requests and monitoring system performance at OKTO PAYMENTS. Collaborate with internal teams to resolve complex issues and drive process improvement.
About the role
- Service Support Agent at Alpega Group assisting customers with inquiries and platform usage. Troubleshooting technical issues and ensuring a smooth operational experience for users.
Responsibilities
- Respond to customer inquiries via phone and email, ensuring timely and professional communication.
- Provide guidance on how to use the platform and its features.
- Answer questions related to processes, workflows, and documentation.
- Troubleshoot product-related and technical issues.
- Identify root causes and escalate bugs or complex cases when necessary.
- Follow up with customers to ensure issues are fully resolved.
- Assist customers with operational questions linked to their day-to-day use of the platform.
- Ensure smooth customer operations by resolving platform-related obstacles.
- Manage the customer portfolio by handling support requests via email or phone within agreed SLAs.
- Address customer concerns and escalate issues when appropriate.
- Onboard carriers collaborating with our customers.
- Document issues, actions taken, and resolutions according to customer requirements.
- Collect, update, and enter customer information accurately into the internal database.
Requirements
- Previous experience working in customer service is ideal but not mandatory.
- Excellent knowledge of English, with solid knowledge of other European languages.
- Willingness to learn and grow
- Curious and can-do attitude
- Resourceful and highly motivated, with a focus on client satisfaction.
- Team player able to build good relationships across functions and collaborate to achieve shared goals.
- High accuracy and attention to detail standards
Benefits
- Permanent Contract
- Work model: hybrid with 3 days in the office
- Grow and learning opportunities in an international environment.
- The possibility to work in a team, but also to work independently.
- An excellent career opportunity at a leading player in transportation management software.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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