Business Support Agent

About the role

To support Trustpilot’s rapid expansion, we’re looking for a skilled and service-minded Business Support Agent to join our team in New York.

Every month more than 1.5 million new reviews are posted on Trustpilot for one of the thousands of businesses in our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot enables consumers to choose with confidence while enabling companies to grow their businesses. Behind our global growth is a motivated, international team working in a thriving, fun, vibrant environment. Does this sound like your kind of workplace?

Providing support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with sales and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, providing high-quality support to both customers and reviewers.

What you'll be doing:

• Provide support to companies and our community by email, chat, and phone to assist implementation and troubleshooting of our product in English
• Monitor incoming email alerts to the Helpdesk system and access the system frequently to ensure that any open tasks are acknowledged and responded to
• Assist our customers with any technical issues that are preventing them from setting up / using our services.
• Build and maintain “best practices” and self-service guides enabling customers to solve future issues
• Work closely with New Business, Customer Success, and Product teams to ensure the best service for customers
• Work quickly and efficiently to ensure all customers and consumers receive support promptly
• Be comfortable with both B2B and B2C support and familiar with tools such as Zendesk, Salesforce, Slack, Jira, and eCommerce solutions.
• Provide effective teamwork with Support Agents on a global plan

Who you are:

• Fluent in spoken and written English
• Ability to independently stay organized and maintain a high workload
• Ability to remain balanced and professional while communicating
• Capacity to explain new concepts and provide training on products to other team members
• Advantage to have Experienced in customer support within digital commerce
• Basic understanding of e-commerce and SaaS products
• Ability to provide a high level of service and deliver a consistent performance against KPIs
• Advantage to have Salesforce experience and knowledge about Frontend technology and e-commerce concepts