[Remote] UX Researcher
Note: The job is a remote job and is open to candidates in USA. Scalence L.L.C. is a company focused on developing technology environments and applications since 1989, and they are seeking Customer Support Agents to provide front-line support for their products. The role involves resolving customer tickets, assisting with complex cases, and ensuring consistent policy application across the support team.
Responsibilities
- Resolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usage
- Maintain productivity targets (~250–300 tickets per week)
- Use response templates and knowledge base guidance
- Properly categorize tickets and escalate edge cases when necessary
- Resolve billing disputes, refund exceptions, and policy edge cases
- Assist L1 agents with troubleshooting and escalations
- Ensure consistent policy application across the support team
Skills
- Provide front-line customer support for Anthropic products through the ticketing platform
- Resolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usage
- Maintain productivity targets (~250–300 tickets per week)
- Use response templates and knowledge base guidance
- Properly categorize tickets and escalate edge cases when necessary
- Handle complex cases and support frontline agents
- Resolve billing disputes, refund exceptions, and policy edge cases
- Assist L1 agents with troubleshooting and escalations
- Ensure consistent policy application across the support team
Company Overview