Help Desk Representative

Job Description

Job Title: Help Desk Agent

Company: RapidBrains

Location: Remote (Kochi, Kerala)

Contract Duration: 6 Months+

Overview: Are you passionate about solving problems and delivering exceptional customer service? Join our team at RapidBrains as a Help Desk Agent and play a crucial role in ensuring outstanding streaming experiences for our customers. You will collaborate closely with the Product Support Coordinator to maintain a seamless and enjoyable platform experience.

Responsibilities:

• Assist in the daily operations of the helpdesk, providing first-line support to customers.
• Address customer inquiries promptly and efficiently, resolving issues to satisfaction.
• Collaborate with the helpdesk team during live stream productions to ensure smooth operations.
• Maintain accurate records of customer interactions and support activities.
• Provide feedback to enhance helpdesk service quality.
• Escalate complex issues to third-line support when necessary.

Skills and Experience:

• Minimum 1 year of experience in a customer service role.
• Excellent communication skills in English; proficiency in Spanish or other languages is advantageous.
• Strong problem-solving abilities and customer-centric approach.
• Ability to comprehend and explain technical concepts to non-technical users.
• Familiarity with helpdesk tools like Freshworks, Freshdesk, or similar.
• Strong organizational skills with keen attention to detail.
• Background in music or streaming media is a plus, though candidates from diverse backgrounds are encouraged to apply.

Desired Attributes:

• Excellent written and verbal communication skills.
• Resourceful and creative problem solver.
• Strong organizational and decision-making skills.
• Ambitious with a dedicated work ethic.
• Positive attitude in a fast-paced environment, committed to delivering exceptional service.
• Willingness to work flexible hours, including evenings and weekends, to support live shows.