Enshored

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Technical Support Agent Description:

Responsibilities:

• Maintain SLAs and CSAT rates
• Troubleshoot and solve issues relating to both hardware and software
• Guide customers on how to most effectively use the CSS suite of tools and technology
• Act as an advocate for our customers, escalating issues where necessary
• Provide insight on how to improve the support experience for customers

Tasks:

• Manage customer requests, phone support for the region in a professional and efficient manner

○ Maintain SLAs and CSAT rates under control

○ Act as an advocate for our customers, escalating issues where necessary

○ Provide insight on how to improve the support experience for customers

Address tickets and escalations related to: (List is indicative but not exhaustive -> Not all of the tasks listed below will be outsourced)

• Menu & order management: Pausing, unpausing items from the menus of our customers

updating menu items + pictures, updating menu prices, canceling orders, and making specific

changes in them

• User management: Manage different types of questions regarding our products and services
• Integrations: Helping integrate new delivery platforms to our customers, troubleshooting

integrations

• Tech issues: Printed ticket issues, Connection errors, Hardware troubleshooting
• Order issues: Manage orders not imported or cancelled due to our platform
• Reporting tech and VOC: reporting errors and improvement suggestions
• Manage and escalate bugs and other software issues
• Reimbursement and churn: Escalate and act on customer intention to churn, angry customers

or asking for reimbursement due to negative experiences

• Manage customer relationships with food delivery platforms (OFOs), including Uber Eats, Rappi, and DiDiFood
• Work with internal teams: Collaborate closely with support specialists and cross-functional teams

teams to solve requests and customer issues, and advocate for customer needs, especially

engineering feature requests and product updates, receive and provide doubts/updates/insights

through the appropriate channels, help other team members with their doubts

Agent profile:

• University: Ongoing or completed would be ideal, but not required
• English: Basic English (strong communication skills)
• Years of Experience: 2 years of TSR/CSR Experience
• Skills: Track record of providing support for complex issues, products, and processes, Ability to

thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to

constructive feedback, ability to focus on the task at hand

• Communication: Strong verbal and written skills, emotionally intelligent, strives to always be

helpful, empathetic, with a customer service ethic

• Ownership: passionate about the customer, advanced problem solving, pursues answers

independently, Self-Starter and Self-Solver: possesses the flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations, Experience or understanding of how to

work and collaborate with a remote, distributed team, and focus on solutions

• Accountable: Honest, does not point fingers or make excuses after mistakes, while learning from them.
• Problem Solver: Natural problem solver, always looking for ways to solve an issue
• Smart Learner: Technical expertise, ability to learn quickly, and ask the right questions

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.

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