Customer Support Agent; Consumer Tier 1 Remote

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Join the team powering the future of digital credentials!

Accredible, the world’s leading digital credential platform, is seeking a Customer Support Agent to join our world-class Customer Support team.

Our mission is to provide a level of support that really wows our customers and becomes a key differentiator for Accredible when compared to the rest of the industry. We’re very proud of what we’ve achieved so far and are excited to be expanding the team as part of the next step of our growth!

You’re an experienced Customer Support Agent, who is self motivated, extremely efficient and is able to manage multiple repetitive tasks.

With a focus on supporting people who need help with digital certificates they’ve received, you’ll be key in ensuring we find quick resolutions for their queries. While this will involve a combination of feature education and technical troubleshooting over email, you will also have the opportunity to get involved in creating/curating valuable knowledge materials, identifying and reporting bugs/feature requests, and supporting product knowledge across the rest of the business.

• Answering support tickets from credential Recipients and Third-Parties.
• Collaborating with peers, in Support and with other teams, to provide solutions for consumers
• Writing or updating recipient focussed email templates
• Create and maintain customer support resources (support articles, support videos etc).
• Any ad hoc tasks required from the Support Tea

Three-Month Outcomes

• Improve the Recipient Pipeline metrics, including:
  • Time to Respond
  • Time to Resolution
• Manage 100% of Recipient and Third-Party tickets.
• For escalation purposes, identify product bugs and communicate details effectively to Tier 2 technical support.
• Write and curate high-quality, easy-to-use articles for the Accredible Knowledge Base ().
• Assist the Director of Customer Support and other departments with ad-hoc tasks.

• Flexibility/adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Investigative/problem-solving skills
  - Demonstrates the ability to use the information and tools available to solve complicated problems and find solutions/workarounds where possible.
  Intelligence - Learns quickly. Demonstrates the ability to absorb and understand new information and tasks.
• Communication. Can communicate and work professionally and effectively with customers, other team members and colleagues from other departments. This includes exemplary written and spoken English language skills.
• Independent and self-motivated. Can be held accountable for tasks and ongoing responsibilities with little supervision.
• Empathy and patience - Responds to customers with compassion and seeks to understand their request/point of view.
• Efficiency - Able to produce significant output with minimal wasted effort.
• Honesty/integrity - Does not cut corners. Earns trust and maintains people’s confidence. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.
• Organization and planning - Is capable of handling multiple tasks without dropping core responsibilities.
• Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
• Resilient/calm under pressure - Maintains stable performance when under high pressure or stress.

• Autonomy & trust – You’ll have decision-making power from day one
• Democratic team culture – Your voice matters in shaping the product and the process
• Smart, kind teammates – Work with people who care about what they do and each other
• Mission with impact – Help learners, educators, and organizations around the world unlock potential
• Results Oriented. Know what you’re trying to achieve, and measure progress.
• Proactive. Say “I intend to…” instead of waiting for permission.
• Dependable. Commit responsibly, follow through, and be intentional and open in delegating or dropping tasks where necessary.
• Prioritizer. Able to make high-leverage impacts on key areas.
• Bias to Action. Find ways forward and iterate with small steps to move quickly.
• Humble in feedback and debate. Be more like scientists,…