Customer Support Representative

About the role

The Account Care Agent delivers high‑quality voice and digital support for customers dealing with account, billing, payment, subscription, cancellation, renewal, access, and service‑related issues. The role requires investigating the full account context, identifying the underlying need, and guiding the customer to a resolution or a well‑managed handoff.

Key responsibilities

• Review account history, prior contacts, notes, billing and payment activity, subscription details, access status, and open actions before deciding the next step.
• Diagnose and resolve concerns using approved tools, knowledge resources, processes, business judgment, and cross‑functional support.
• Explain account status, charges, options, process requirements, ownership, and next steps clearly to the customer.
• Introduce approved products, features, or services through Boost and Engage practices when relevant, after stabilising the service need.
• Document issues, research, actions taken, ownership, and remaining commitments accurately.

Required profile

• Bachelor’s degree holder or at least two years of completed college education.
• Minimum 1 year of experience in customer service, account support, billing, retention, collections, subscription support, inside sales, or a similar customer‑facing role.
• Excellent spoken and written English with strong communication and active listening skills.
• Strong problem‑solving, analytical, and decision‑making abilities.
• Comfortable working with multiple systems, customer records, and digital tools.

Required skills

• Excellent spoken and written English.
• Strong problem‑solving and analytical abilities.
• Ability to navigate multiple digital tools and systems.