Customer Support Agent

📍 Job Overview

• Job Title: Customer Support Agent
• Company: Viber
• Location: Philippines (Remote)
• Job Type: Full-time
• Category: Customer Support
• Date Posted: 2025-06-12

🚀 Role Summary

Viber is seeking a Customer Support Agent to join their Paid Services Support team. In this role, you will handle paid service inquiries from users, investigate credit disputes, and prevent fraud cases. Your strong technical skills and ability to provide excellent customer support will be crucial in enhancing user engagement and satisfaction.

📝 Enhancement Note: This role requires a high level of technical proficiency and problem-solving skills to handle various paid service inquiries and fraud cases effectively.

💻 Primary Responsibilities

• User Inquiries: Respond to Viber users' inquiries about paid services via email, ensuring each query is turned into a positive experience.
• Credit Dispute Handling: Investigate and resolve credit disputes, money transfers, and credit fraud cases by working with third parties.
• Fraud Prevention: Collaborate with internal teams to prevent fraud cases and maintain a secure environment for users.
• Knowledge Sharing: Connect with various teams to acquire knowledge and share it with users, while documenting it in the support team's knowledgebase.

📝 Enhancement Note: This role requires a proactive approach to problem-solving and a strong commitment to providing exceptional customer support.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience.

Experience: Proven experience in customer support, preferably in a tech-related industry.

Required Skills:

• Strong technical skills and inquisitive nature about apps, smartphones, and gadgets.
• Fluent English written and verbal communication skills.
• Excellent analytical skills and attention to detail.
• Ability to work independently and make sound business decisions.
• Strong problem-solving skills and a people-oriented attitude.

Preferred Skills:

• Experience working with payment processing companies.
• Familiarity with customer relationship management (CRM) software.
• Knowledge of fraud prevention techniques and best practices.

📝 Enhancement Note: While not explicitly stated, having experience with customer support tools and a basic understanding of cybersecurity principles would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: PHP 25,000 - 35,000 per month (Based on industry standards for remote customer support roles in the Philippines)

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and international work environment.

Working Hours: Full-time, with a flexible schedule that may include evenings, weekends, and holidays to provide 24/7 support to users.

📝 Enhancement Note: The provided salary range is an estimate based on industry standards for remote customer support roles in the Philippines. Viber's benefits package may include additional perks and advantages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Communication

Company Size: Medium (1,001-5,000 employees)

Founded: 2010

Team Structure: The Paid Services Support team works closely with various internal teams, such as Product, Engineering, and Legal, to provide comprehensive support to users.

Development Methodology: Viber follows an Agile development methodology, focusing on continuous improvement and user-centric design.

Company Website: Viber

📝 Enhancement Note: Viber's company culture emphasizes innovation, collaboration, and user focus, which are essential aspects of their customer support team's work environment.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position in customer support, with opportunities for growth and advancement within the team or the broader organization.

Reporting Structure: The Customer Support Agent will report directly to the Team Lead or Manager of the Paid Services Support team.

Technical Impact: This role has a direct impact on user satisfaction and engagement by providing excellent support and resolving issues efficiently.

Growth Opportunities:

• Progression to a Senior Customer Support Agent or Team Lead role.
• Transition to other customer support teams or related functions within Viber.
• Opportunities for professional development and training.

📝 Enhancement Note: Career growth opportunities in Viber may include specializing in specific areas of customer support, such as technical support or account management, or moving into a team leadership role.

🌐 Work Environment

Office Type: Remote work environment, with the option to work from home or a co-working space.

Office Location(s): Philippines (Remote)

Workspace Context:

• A quiet, dedicated workspace with a stable internet connection.
• Access to a computer or laptop with necessary software and tools for customer support.
• A comfortable and ergonomic work setup to ensure productivity and well-being.

Work Schedule: Full-time, with a flexible schedule that may include evenings, weekends, and holidays to provide 24/7 support to users.

📝 Enhancement Note: Working remotely requires strong self-motivation, time management skills, and the ability to maintain a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Online application review and initial screening.
2. Phone or video call interview to assess communication skills and cultural fit.
3. Technical assessment or case study to evaluate problem-solving skills and customer support aptitude.
4. Final interview with the hiring manager or team lead to discuss the role and answer any questions.

Portfolio Review Tips (N/A): This role does not require a portfolio or project requirements.

Technical Challenge Preparation:

• Familiarize yourself with Viber's paid services and user interface.
• Brush up on your problem-solving skills and customer support techniques.
• Prepare examples of how you've handled challenging customer support situations in the past.

ATS Keywords:

• Customer Support
• Technical Skills
• Analytical Skills
• Attention to Detail
• Problem Solving
• Communication
• Fraud Prevention
• Independent Work
• Customer Relationship Management (CRM)
• Agile Methodology
• User-centric Design

📝 Enhancement Note: Incorporate relevant ATS keywords naturally throughout your resume and application materials to improve your chances of being selected for an interview.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge, as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

• Empathy and active listening to understand user needs and concerns.
• Strong problem-solving skills and a commitment to finding solutions.
• Excellent communication skills and a people-oriented attitude.
• A proactive approach to preventing issues and improving user experience.

Collaboration Style:

• Close collaboration with internal teams to resolve user issues and improve services.
• Knowledge sharing and documentation to maintain a comprehensive support knowledgebase.
• Regular team meetings and one-on-ones to discuss performance, provide feedback, and address any concerns.

📝 Enhancement Note: Viber's customer support team values collaboration, continuous learning, and a strong commitment to user satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex user inquiries and fraud cases efficiently.
• Keeping up-to-date with new features, services, and policies.
• Maintaining a high level of productivity and performance under pressure.

Learning & Development Opportunities:

• Gaining experience in customer support and fraud prevention.
• Developing strong problem-solving skills and analytical thinking.
• Enhancing communication skills and emotional intelligence.
• Opportunities for professional development and training.

📝 Enhancement Note: This role offers numerous opportunities for personal and professional growth, as well as the chance to make a significant impact on user satisfaction and engagement.

💡 Interview Preparation

Technical Questions:

• Describe a challenging customer support situation you've faced in the past and how you handled it.
• How do you approach investigating and resolving credit disputes or fraud cases?
• Can you explain the process you would follow to prevent fraud cases and maintain a secure environment for users?

Company & Culture Questions:

• Why are you interested in joining Viber's customer support team?
• How do you stay up-to-date with the latest trends and developments in customer support and fraud prevention?
• How do you maintain a healthy work-life balance while working remotely?

Portfolio Presentation Strategy (N/A): This role does not require a portfolio or project presentation.

📝 Enhancement Note: Prepare thoughtful and concise responses to technical and company-related questions, demonstrating your strong problem-solving skills and commitment to customer support.

📌 Application Steps

To apply for this Customer Support Agent position:

1. Submit your application through the Viber careers page.
2. Tailor your resume and cover letter to highlight your relevant experience and skills.
3. Prepare for the interview process by familiarizing yourself with Viber's services and customer support best practices.
4. Research Viber's company culture and values to ensure a good fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Viber before making application decisions.