CX Technology Support Analyst
We’re growing! Do not miss the opportunity to be a part of our global team as our Customer Service Technology Analyst.
About us:
At iVisa we believe that traveling should be simple. That’s why over 1.1 million travelers have chosen us to facilitate their photos, passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 100% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!
The Customer Service Technology Analyst role at iVisa is of utmost importance. This person oversees the implementation, maintenance, and optimization of the various software and systems used by the customer support department to assist customers efficiently and effectively. At iVisa we take our Customer Experience very seriously, which is why we are looking for the best talent that will own the customer’s journey and will leave no stone unturned until the customer is happy.
Why iVisa?
- Collaborative, friendly, and diverse culture. We have a dynamic and international environment, with flat hierarchies and super cool coworkers.
- Rest and Relaxation. PTO for everyone and Unlimited PTO to managers and above.
- Work from anywhere: remote-first company but we also have the opportunity to meet each other every Q.
- Mental wellness sessions (with a certified psychologist).
- Training Allowance. An excellent learning platform to encourage your professional development.
- Extended Family Leave policy: all birthing parents, non-birthing parents, and adopting parents are eligible.
- Run in a highly tech-minded company with top of line tools and make a real impact.
- Join us in our commitment to the planet and sustainability. For every iViser, we plant one tree, enabling you to be part of our environmental initiatives.
As Customer Service Technology Analyst, you'll be responsible for:
- Responsible for the optimization of Customer Support tools and platforms, such as Intercom, Klaus, and Confluence.
- Integrating different support tools to ensure seamless workflows and data sharing.
- Training support team members on how to use these tools effectively.
- Constant monitoring of intercom rules for correct routing, autoclose, and workflows to increase efficiency in the Customer Support team.
- Analyze Bot performance and ensure an optimal level of deflection rate and Customer Satisfaction.
- Identifying opportunities for process improvement and automation.
- Collaborating with other teams, such as IT or software development, to address technical issues and implement enhancements.
What will make us CHOOSE YOU?
- Want to grow in iVisa and go the extra mile to learn and provide the best experience to our customers.
- Have excellent Leadership skills and the ability to generate empathy with their team
- Are empowered and full of energy to challenge the status quo.
- Are open to taking on new challenges and working in an environment of constant change due to our accelerated growth.
- Want to be a fundamental part of building the team and the foundation for the iVisa experience
- Experience with Customer Support tools: Familiarity with customer support software, CRM systems, ticketing systems, knowledge bases, and other relevant technologies is important
- Customer Support Background: A solid background in customer support or customer service is essential.
- Data Analysis Skills: Ability to identify trends, spot areas for improvement, and make data-driven decisions to enhance support efficiency.
- Excel/Sheets experience
- Intermediate English.
iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition