{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Agent","description":"\n

Be the front line of organiser support, resolving queries and ensuring every interaction builds trust in Wiktis. You'll handle inbound support, troubleshoot platform issues, and escalate complex cases while maintaining exceptional response times and customer satisfaction scores.

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Responsibilities:

Respond to inbound support tickets via email, chat, and scheduled calls
Troubleshoot platform issues and guide organisers through solutions
Document recurring issues and escalate bugs to engineering with clear reproduction steps
Maintain and update knowledge base articles and FAQ content
Track support metrics (response time, resolution time, CSAT) and identify trends
Collaborate with Customer Experience team on escalated accounts
Assist with onboarding new organisers and platform walkthroughs
Gather and log customer feedback for product improvement initiatives

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Qualifications:

Experience in customer support, help desk, or client services
Strong written and verbal communication skills
Ability to explain technical concepts in simple, clear language
Patience and empathy when handling frustrated customers
Familiarity with support ticketing systems (Zendesk, Intercom, Freshdesk)
Problem-solving mindset with attention to detail
Ability to work independently and manage support queue priorities

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Nice to Have:

Experience in exhibitions, events, or trade show industry
Background in SaaS customer support
Familiarity with CRM platforms
Experience with live chat and chatbot systems
Knowledge of customer success principles
Multilingual capabilities

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Benefits:

Fully remote position
Flexible working hours
Health insurance coverage
Professional development budget
Clear career progression path
Equity options
Performance bonuses
Paid time off and holidays

\n ","datePosted":"2026-02-04","validThrough":"2026-05-04","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"Wiktis","sameAs":"https://www.wiktis.com","logo":"https://www.wiktis.com/brand/logos/Wiktis-Symbol.webp"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressCountry":"US"}},"baseSalary":{"@type":"MonetaryAmount","currency":"USD","value":{"@type":"QuantitativeValue","minValue":45000,"maxValue":60000,"unitText":"YEAR"}},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"}}