Land Support Agent jobs in New Hampshire

We are looking to build a strong Customer Support team. Therefore, we look for Senior Customer Support agent, who can fully recognize themselves in our everyday mission:

----Connecting lives – Bridging distance ----

That is what we do every day and what we are passionate about. Our everyday mission is to offer the easiest app that everyone can always rely on for affordable, high-quality calls to any mobile or landline number globally.

We are searching for that specific senior customer service agent, working remotely and serving our international calling app users! For this job we are looking for someone in the South America time zone, or /- 3 hours maximum. 

Who are we? 

Talk360 is an ambitious and purpose-driven global start-up, focusing on overcoming challenges for people in Africa and other developing countries. Over half the world’s population either has no internet access or experiences an unreliable internet connection and are not able to purchase digital services easily. Talk360 solves this by offering an app allowing affordable & reliable calling to any online or offline number in the world. To enable everyone to buy international digital products, like Talk360 calling credit, we are building an online payment platform for all Africans. 

Above anything else, we are extremely passionate about going the extra mile for our users. Our Talk360 team is spread across the world, with offices and people in The Netherlands, South Africa, Nigeria, India, and more to come. 

What you'll do as our Senior Customer Service Agent: 

• Respond to customer inquiries and handle complex customer inquiries and issues, providing expert assistance and resolution across various communication channels, while maintaining a positive, empathetic, and professional attitude toward customers at all times. 

• Manage and enhance customer support operations by overseeing daily activities, analyzing performance metrics, and collaborating on process improvements to elevate service quality and efficiency.

• Provide ongoing coaching and performance feedback to team members to continuously improve the support provided to our users. 

• Handle complex fraud cases and investigations, including connection issues and difficult fraud scenarios, with discretion and diligence. 

• Take point on crisis management, and serve as a point of contact for escalated customer issues, providing advanced assistance and problem-solving expertise. 

• Manage disputes and chargebacks with a focus on protecting customer interests while minimizing financial risks to the company. 

• Utilize your in-depth knowledge of VoIP and networking principles to assist customers with resolving complex issues related to connection issues and call quality 

• Handle customer complaints related to VoIP and networking issues with patience and expertise, striving to resolve them efficiently while ensuring customer satisfaction. 

• Proactively process customer feedback and requests, utilizing them to improve our products and services continuously.

Who are you? 

• Proven experience in customer service roles, in a senior capacity, with a strong emphasis on technical support and troubleshooting in VoIP / telecom / networking environments. 

• Very proactive and results-oriented , with a strong affinity for data and the ability to monitor it 

• Experience in the telecommunications / VoIP space is must.

• Excellent English communication skills, both written and verbal, with a strong emphasis on empathy and professionalism. 

• Proficiency in using Intercom is a big plus. 

• Strong problem-solving skills, particularly in handling complex customer issues and fraud investigations. 

• Ability to multitask and prioritize tasks effectively in a fast-paced environment. 

• Demonstrated ability to work independently and collaboratively within a team. 

• Knowledge of relevant regulations and compliance requirements related to customer service and fraud prevention is desirable. 

  
What's in it for you? 

• Many growth and learning opportunities.  

• Personal development budget, also for non-job-related opportunities.  

• Company Laptop. 

• 20 vacation days annually 

• Loads of autonomy 

• Work in a diverse & multicultural company- we have Talketeers all over the world, such as Suriname, Canada, Turkey, Egypt, Kenia, Nigeria, South Africa and the Netherlands. 

 Do you want to be part of our journey? We can’t wait to meet you! Please share your resume.