Responsibilities:
- Handle incoming Level 1 support tickets (FAQs, basic inquiries)
- Maintain SLAs for response and resolution times
- Route escalations to appropriate US-based managers
- Tag tickets accurately for analytics and workflow triggers
- Monitor ticket queues and ensure zero backlog at week’s end
- Produce weekly support reports:
- Ticket volume
- Response & resolution times
- Ticket categories
- Customer sentiment indicators
Qualifications:
- 2–4 years in customer support or service desk roles
- Hands-on experience with HubSpot Service Hub (preferred)
- Strong written communication skills
- SLA-driven and highly organized
- Preferred:
- Experience supporting B2C customers
- Familiarity with CRM-based support workflows
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What We Do
Welcome to 1840 & Company. We are changing the way companies hire, manage, and grow their workforce. Our mission is leading the future of work towards a more flexible, inclusive, and efficient global job market, enabling businesses worldwide to overcome staffing and skills challenges with ease and efficiency. As a global leader in business process outsourcing (BPO) and staff augmentation, we offer comprehensive solutions that span from Recruitment Process Outsourcing (RPO) to global compliance and payroll services. Our approach reduces traditional hiring costs by up to 70%, offering a scalable, cost-effective solution for businesses at any growth stage. At the core of our strategy is an advanced AI-driven talent matching system, part of our 1840 Global Talent Cloud, which ensures quick and precise placement of vetted professionals in over 150 countries. This unique capability allows us to provide quality staffing solutions rapidly, addressing the dynamic needs of today's businesses. 1840 & Company is more than just a BPO provider; we are a strategic partner committed to adding value and enhancing productivity. By managing the complexities of international staffing and operations, we enable our clients to focus on their core missions with the confidence that their outsourcing needs are in expert hands. Visit our website at www.1840andco.com to learn more and request a free consultation on scaling your company's growth with global remote talent.
