Job Description

POSITION SUMMARY

We are seeking a dedicated and customer-focused Virtual Help Desk Representative to join our Customer Service Department. As a vital member of our team, you will be the first point of contact for customers reaching out through calls, emails, support tickets or chat on our helpline. The work timings for this position are 9-hour shift between 9 am to 10 pm EST, 5 days a week.

ABOUT OUR COMPANY

Nurp pioneers the convergence of modern and future investing through emerging technologies. Our advanced algorithmic trading programs and comprehensive forex trading systems challenge traditional investment models, propelling algorithmic investing for unparalleled success.

At Nurp, we're committed to fostering a culture of transparency, honesty, and openness. Joining Nurp means more than just a job—an invitation to embark on a journey of growth, discovery, and limitless potential. Here, you'll have the opportunity to collaborate with diverse and talented individuals, contribute to meaningful projects, and make a real impact on the future of algorithmic investing. This ethos of inclusivity and collaboration extends to wearing multiple hats and contributing to various important tasks beyond those listed here. It reflects our belief in multidimensional growth and our dedication to supporting the overall development of our organization.

KEY RESPONSIBILITIES

1. Customer Engagement : Act as the primary point of contact for customers contacting our helpline via calls, emails, support tickets or chat on the website.

2. Issue Resolution : Provide efficient and effective solutions to customer queries, striving to resolve as many issues as possible during the initial contact.

3. Priority Handling : Identify and prioritize urgent customer concerns, ensuring timely and satisfactory resolutions.

4. Technical Triage : Diagnose and handle basic technical issues, forwarding more complex queries to the appropriate departments or specialists.

5. Documentation : Accurately document customer interactions and the steps taken to address their concerns in our CRM system.

6. Collaboration : Work together with other departments to escalate and resolve technical issues, ensuring a seamless customer experience.

7. Performs other related duties as necessary or assigned.

1. Excellent verbal and written communication skills in English are essential.

2. Previous experience in a customer service or help desk role is preferred.

3. Strong problem-solving skills, with the ability to think on your feet and provide prompt solutions.

4. Basic technical understanding to handle and resolve common customer issues. Knowledge and experience operating a ticket and CRM system

5. Demonstrate empathy and patience in addressing customer concerns and providing assistance.

6. Must be available to work a 9-hour shift between 9 am to 10 pm EST.

7. Having CRM experience. Hubspot preferred.

COMMITMENT TO DIVERSITY 

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Nurp recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, colour, religion, age, national origin, gender, gender identity, sexual orientation, or disability and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.

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