Online Typing Chat Executive/ Agent

 ABOUT KHOROS

Khoros, formerly known as Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.

ROLE

If you’re interested in being part of an amazing team working towards being one of the top global software support organizations, here’s where you’d be able to make a difference:

• Monitor requests primarily through our Modern Chat and Atlas (our Community) channels, providing customer service support to queries from our customers in an accurate and timely manner
• Escalate technical or complex problems to the correct teams where appropriate
• Resolving simple requests without needing to escalate, leveraging answers from Atlas
• Identifying and solving for documentation gaps in our knowledge base
• Maintaining our high standards for customer communication and response times
• Engaging in training opportunities on our products and key areas
• Maintaining Atlas by performing moderation duties as needed such as answering, moving, editing, and archiving posts as well as monitoring the community for spam and reporting bugs.

We need a customer focused individual with an enthusiasm for our space and who loves engaging with people. We’re looking for someone who's able to multitask and manage multiple real time chats at the same time, so you’d better be able to type quickly! There’ll be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction depending on your interests.

You’ll be a part of our Customer Experience and Operations team and report into the Product Management team to provide our customers the best experience possible.

Working hours: This position has working hours from 7:30PM - 4:00AM IST with breaks included as part of a global operation, so please be aware of this prior to applying.

As part of a global 24/7 support team, we may ask you to work hours outside of your normal shift. This will be rare for this specific role.

WHAT YOU'LL DO ?

The Customer Service Agent role has no technical requirements, but needs to be tech-savvy. The critical quality for this role is responsibility and customer focus to ensure that our customers and internal stakeholders are communicated with. You're going to want to start out with a high typing aptitude and an amazing focus on customer service. We have the luxury of training you in the details.

WHAT WE ARE LOOKING FOR ?

• Excellent written and spoken communication skills as well as reading comprehension
• Ability to type 40+ words per minute with an ideal of 60+ with a greater than 95% accuracy (measured at https://www.livechat.com/typing-speed-test/#/)
• Some experience in customer facing roles handling chat or email customer service
• Demonstrable interest in software and technology
• Ability to understand and troubleshoot basic issues
• Able to communicate effectively between teams and individuals of varying technical expertise
• Able to multi-task effectively while working on customer issues

WHY SHOULD YOU JOIN OUR TEAM ?

Our motivation is to truly make a difference on each customer contact by responding quickly and with high quality. We will help you learn our products and get to know our customers. For those interested in getting towards the technical side, we have a technical boot camp in which you’ll learn how to work with our products. Either way, our initial bootcamp will help focus your attention on the right things that our customers need and understand how to empathetically work with our customers.

We earn the loyalty and trust of our customers by setting a new standard for amazing support every interaction, every day.

The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges. We’re open, transparent and hardworking. Our culture is as exciting as our products and we’re looking for another person to join. Come check us out!

Awesome Culture

• Performance Driven
• Flexible Working hours

Great Benefits

• Health, Dental & Visual insurance
• Gym Allowance
• Well stocked Pantry
• Commute and leave allowance
• Generous leave policy

Competitive Compensation

• Among the best in industry
• Annual bonus

Equal employment opportunity

• Our employment practises

OUR VALUES

We earn trust through our actions and attitudes

We win and grow as one team

We listen learn and lead to help our customers succeed