Customer Support Phone Agent

Sighten is seeking a well-qualified candidate with a customer-first attitude, a strong sense of empathy, excellent listening and communications skills, and a deep desire to support others. As a Customer Support Phone Agent at Sighten, you will be asked to:

  • Take inbound phone calls from customers
  • Respond to customer questions via live chat
  • Respond to customer questions via email

Job Overview

The Customer Support Phone Agent will be responsible for providing inbound and outbound phone support as well as providing support via chat and email when not engaged in phone support. The ideal candidate must be extremely customer-focused, technically savvy, analytical and data-oriented, composed under pressure, and able to creatively problem solve to triage issues while maintaining positive communication at all times.

Job Duties

  • Become an expert on the Sighten platform, which will enable you to support our customer base efficiently and effectively
  • Use advanced software troubleshooting techniques to diagnose and provide creative solutions to a variety of customer issues across the Sighten platform
  • Consistently provide excellent customer service across chat, email, and telephone, working in a diligent, compassionate, professional, and engaging manner
  • Serve as the voice of the customer and work with other Sighten team members to improve the health and usability of our product
  • Identify and recommend improvements to our internal support tools and drive scalable processes to support our growing customer base effectively and efficiently
  • Perform other job related duties

Required Qualifications

  • Mastery of the English language both written and spoken
  • 2+ years of experience in software customer service
  • 1+ year of experience in software phone support
  • Ability to stay composed, calm, effective, and positive in all situations

Preferred Qualifications

  • Proficiency in Microsoft Word; experience with Jira 
  • Experience providing on demand chat customer support
  • Experience providing email customer support
  • Strong communication skills (written, verbal, presentation), with the ability to explain complex / technical subjects to non-technical end users
  • Passion for supporting software customers and a sincere desire to deeply understand customer goals, needs, and challenges
  • A high level of energy, motivation, initiative, commitment, and professionalism
  • Excellent time management and discipline to handle multiple tasks simultaneously
  • BA/BS degree or equivalent practical experience
  • Knowledge of common data formats and query languages such as JSON, XML, SQL a plus
  • Knowledge of web services, APIs, and related standards such as HTTP, REST, SOAP, and OAuth a plus