Customer Support Agent

Are you tech-savvy, people-oriented, and passionate about solving problems? The Faculty is on the lookout for a dedicated and resourceful Customer Support Agent to deliver top-tier service and support to our global community.

Start Date: Immediate Working Hours: Variable shifts (flexibility required) Location: Fully remote (within Fiji)

What You'll Do:

As a Customer Support Agent, you'll be the first point of contact for customers experiencing technical difficulties with our systems, software, or hardware. You'll troubleshoot, guide, and resolve issues with empathy, clarity, and efficiency-delivering a consistently excellent experience.

Key Responsibilities:

• Respond to customer queries via phone, email, live chat, or ticketing systems.
• Diagnose and resolve software, hardware, or connectivity issues.
• Guide customers through step-by-step troubleshooting and configuration processes.
• Escalate complex cases to appropriate internal teams with clear documentation.
• Accurately log customer interactions and maintain detailed case records.
• Share customer feedback with internal teams to help improve our products and services.
• Stay current with product knowledge and evolving tech trends.
• Deliver support with empathy, patience, and a customer-first attitude.
• Meet performance targets related to resolution time, customer satisfaction, and quality.

What You'll Need:

• A Bachelor's Degree (any field)
• Strong computer literacy and technical aptitude
• Proficiency in troubleshooting tools and techniques
• Excellent written and verbal communication skills
• Analytical and problem-solving skills
• Ability to multitask and stay calm under pressure
• A proactive and customer-centric mindset
• Willingness to work flexible shifts, including evenings, weekends, or holidays if needed

Remote Work Requirements:

To work remotely or in a hybrid setup, you must have:

• A stable fiber internet connection (no LTE or WiFi-only connections)
• A noise-cancelling headset
• A dedicated, distraction-free workspace
• A PC with the following specs: Intel® Core® i5 (quad-core), 8GB RAM minimum

Ready to grow your career while making a global impact? Apply today and be part of a dynamic, purpose-driven team!