Senior Support Representative

About the role

CCBill is an online payment services provider used by more than 30,000 websites globally that supports the needs of both new and established businesses in the e-commerce and online space. The Senior Support Representative (SSR) provides escalated support and guidance to the CSR’s to ensure they provide prompt and quality service to consumers. The SSR is responsible for understanding queue service level expectations and appropriately assigning available staff to ensure service levels are adhered to.  Location: Serbia Working hours:  Sunday – Thursday – 12AM-8AM, 40h/week Key Job Responsibilities: Provides an advanced level of troubleshooting support in response to complex problems and enquiries from Consumer Support Representatives Assists CSR’s in issue escalation and resolution, and assures proper escalation channels are being managed Assists management with phone, email, and live chat queue management strategies Acts in a coaching and mentoring role to reinforce continued education amongst CSR Resolves escalated customer and webmaster issues to satisfaction Key Skills and Qualifications: Has an advanced understanding of internal systems and policies and procedures Ability to recognise tasks that need to be completed and then accomplish them with direction from supervisors Ability to think critically while resolving customer and merchant issues Demonstrated ability to handle high levels of stress Ability to stay focused on the task at hand, ensuring that timelines are met and operations are not adversely impacted Excellent English language skills, both verbal and written This is an exciting opportunity to work with a highly innovative and creative team, in a great working environment.