Support Representative
Functionality: CSO, BusinessAt Boundless | RapidVisa Phils. Inc.Cebu, Philippines
About Boundless Immigration
We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families and businesses through their entire immigration journey and their first ten years of life in a new country.Since 2020, Boundless has become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams and becoming the first brand in an industry that has never had one before.
In 2023, Boundless entered into employment-based immigration services. Boundless provides a holistic solution to the immigration journey, addressing both corporate immigration strategies and the personal challenges faced by the global workforce and their families.We're backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for years of growth.
What You Will Do
In this role, you will:
- Be part of Boundless’ ‘One Front Door’ for all incoming communications, triaging incoming email requests ranging from generic inquiries to more complex technical platform issues.
- Troubleshoot technical issues and be a primary point of contact for customers both internal (fellow Boundless teammates) and external (Boundless customers and their employees).
- Route messages to the appropriate stakeholders if they are outside of the Support scope.
- Working closely with Account Management, Case Management and Development teams at Boundless to ensure issues are being handled by the correct parties and escalations are happening when needed.
- Reproducing complex troubleshooting issues in a staging environment and testing thoroughly before escalating to Development teams
Other responsibilities include:
- Ensuring our customers have a best-in-class experience, measured both by internal SLA metrics and external Customer Satisfaction surveys.
- Contributing to an ongoing internal knowledgebase of common issues, helping us proactively work toward ticket-deflecting help content
- Ensuring customer needs and feedback are communicated and addressed by gathering these from customers including (but not limited to) their experiences, challenges and suggestions for improvement.
- Adapting and evolving by staying updated on product updates, attending product training sessions, webinars, or workshops organized by Boundless to enhance knowledge and provide better positive customer experience.
Who You Are
An individual to whom the phrase ‘Support’ doesn’t just mean ‘fix a problem and move on’, but rather encompasses how to help the customer while also turning their issues into learning opportunities for the rest of our team and creating a sense to the customer that they are truly in good hands. Juggling a high volume of tickets throughout the work day doesn’t phase you, and you can seamlessly switch between different modes of troubleshooting while waiting on third parties if necessary. The Support Representative at Boundless is an integral part of our operations.
We identify ourselves as the front door of all incoming communications. Come and help us in being the best support organization we can be at Boundless Immigration!
What You Bring
- 2+ years of experience in email support for a web-based platform
- 2+ years troubleshooting for a customer base using various operating systems and web browsers
- Excellent English verbal and written communication skills
- Empathetic temperament, experienced in dealing with potentially frustrated or frantic customers and actively listening to their concerns as well as focusing on resolution
- Ability to adapt and evolve quickly to changing situations, processes, and customer needs
- Ability to effectively handle a high volume of customer communications
Nice to have
- Familiarity with Chrome Console for debugging
- Experience with Front ticketing system
- Background in converting case notes into internal documentation
- Have worked with Clickup or a JIRA / Agile equivalent for escalating issues to developers
What We Offer
You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. Great company perks and benefits await you!
