Senior Support Agent

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

We are looking for a Senior Support Agent to join our team.In this role, you will be the gold standard for our customer interactions, embodying what truly excellent, connected, and high-EQ support looks like. You'll leverage your skills to understand even the most intricate aspects of our offerings, going beyond surface-level issues to deliver holistic solutions that consistently delight our customers.

Responsibilities:

• Serve as the benchmark for exceptional customer support, demonstrating outstanding connection and emotional intelligence in all interactions.
• Continuously expand your curiosity and knowledge of the product, proactively seeking to learn more and improve your understanding and the product, in order to inform your interactions with trouble tickets.
• Apply exceptional problem-solving skills to quickly and accurately diagnose complex issues, identify root causes, and devise effective, often creative, solutions.
• Assimilate new information on the fly and apply it effectively to diverse scenarios.
• Utilize your strong technical aptitude to understand and troubleshoot technical issues logically, translating complex technical information into clear, understandable language for non-technical users.
• Develop a contextual understanding of customer sentiments to provide holistic solutions that address underlying needs, not just immediate problems.
• Exhibit forward sight by anticipating potential issues or downstream effects, offering preventative advice and solutions rather than just reacting to requests.
• Demonstrate resourcefulness by efficiently finding answers or connecting with internal experts when immediate solutions are not available.

Qualifications:

• Proven 3+ years of experience in a customer support or technical support role, preferably with a complex product, with a demonstrated commitment to customer delight.
• Exceptional emotional intelligence and empathy in customer interactions, consistently going the extra mile to create positive experiences.
• A strong, inherent curiosity and a drive for continuous learning, always seeking new ways to enhance customer satisfaction.
• Exceptional analytical and problem-solving abilities, focused on delivering solutions that truly impress customers.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and engagingly, ensuring every customer interaction is a delight.

• Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
• Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

LotusFlare website and social media