Senior Support Representative

About the role

CCBill is an online payment services provider used by more than 30,000 websites worldwide, serving both new and established e-commerce businesses. This Senior Support Representative position is open only to internal applicants and is based in Serbia. The role provides escalated support and guidance to Customer Service Representatives so that consumers receive prompt, quality service, and ensures queue service levels are met by assigning available staff appropriately.

Key responsibilities

• Provide advanced troubleshooting support for complex problems and enquiries from Customer Service Representatives
• Help CSRs escalate and resolve issues, making sure escalation channels are managed properly
• Support management with strategies for phone, email and live chat queues
• Act in a coaching and mentoring role to encourage continued learning among CSRs
• Resolve escalated customer and webmaster issues to satisfaction

Required profile

• Advanced understanding of internal systems, policies and procedures
• Ability to identify tasks and complete them under supervision's direction
• Critical thinking when resolving customer and merchant issues
• Demonstrated ability to handle high levels of stress
• Ability to stay focused and meet deadlines without affecting operations
• Excellent spoken and written English

Working hours are Sunday to Thursday, 12:00 AM to 8:00 AM, 40 hours per week.