Customer Service Agent

3 weeks ago

Cork, Cork, Ireland Submit Full time
About Submit.com

At Submit.com, we help organisations streamline application and review processes through our powerful submission management platform. Our customers span education, business, and government sectors and we pride ourselves on delivering not just great software, but outstanding service.

The Role

We're looking for a personable, proactive, and tech-savvy Customer Service Agent to join our team. You'll be the first point of contact for our customers, helping them via Zendesk (chat, phone, and tickets), offering one-on-one video support, and spotting upsell opportunities (with commission for successful upgrades). If you're a natural communicator with a passion for helping people and making systems work better, we'd love to hear from you.

What You'll Do
  • Respond to customer inquiries via Zendesk (chat, tickets, and phone).
  • Deliver personalised one-on-one video support sessions to guide customers through complex workflows or account setups.
  • Troubleshoot issues and escalate where necessary, ensuring timely resolution and excellent customer experiences.
  • Identify customer needs and recommend appropriate upsell opportunities.
  • Maintain accurate records of customer interactions and feedback.
  • Collaborate with the development and success teams to improve customer experience.
  • Contribute to a growing knowledge base by documenting solutions and best practices.
What You'll Need
  • 2+ year of experience in customer support, preferably using Zendesk but not essential.
  • Excellent written and verbal communication skills.
  • Comfortable conducting live video calls with customers.
  • Proven ability to manage multiple conversations efficiently and with empathy.
  • A knack for problem-solving and translating technical information into plain language.
  • A reliable internet connection and a quiet, professional home working setup.
  • Self-motivation, reliability, and comfort working remotely across time zones.
Nice to Have
  • Experience in SaaS or tech-based environments.
  • Familiarity with CRM tools and screen-sharing platforms.
  • Previous success in a support + sales/upsell hybrid role.
What We Offer
  • Fully remote work environment..
  • Ongoing training and growth opportunities.
  • A chance to make a direct impact on customer success and company growth.
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