Customer Support Senior Specialist

General Information

Job Type:
Date Posted:
Aug 24, 2021
Employee Type:
Full-Time Employee


Essential duties

· Manage large amounts of incoming Customer care requests
· Manage large amounts of incoming product department requests
· Troubleshoot, resolve and provide excellent customer service within SLA via different channels such as tickets, live chat, forums, phone call etc.
· Identify, prioritize and escalate Customer issues to Product, Marketing, Management, Tech. departments
· Follow up to ensure resolution by providing accurate, valid and complete information
· Continually test the product, identify bugs and report it to relevant teams through Jira or Trello
· Keep records of customer interactions, process customer accounts, and file documents
· Prepare presentations, manuals about product and/or process and introduce to teammates
· Prepare product or service reports by collecting and analyzing customer information
· Follow SOP and make sure to meet all SLAs keeping high CSAT
· Stay current with company products, services, changes and updates
· Assist customer support representatives with daily duties upon request.

Required qualifications

· At least 2 years of Customer Support experience in IT or IT related sphere
· At least 1 year experience in creating a product documentation and knowledge-base content in English
· Strong customer service skills including phone support and live chat client processes and procedures
· Advanced knowledge of ticketing and live chat desks like Freshdesk, Salesforce, Zendesk or similar systems
· Basic knowledge of network, database, web and mobile tools
· Knowledge of agile development methodologies is an advantage
· Knowledge of Jira, Trello is an advantage
· An upbeat and positive attitude, with the ability to work both in a team environment and independently
· Detail-oriented with the ability to multitask, prioritize, and manage time effectively
· Customer orientation and ability to adapt/respond to different types of characters
· Ability to stay motivated at complex situations and motivate the team as well
· Ability to Capable to work evening shift and at weekend (upon need)
· Ability to be part of an "on call" after-hours team (upon demand).

Perks & Benefits:

· Flexible working hours
· Premium health insurance, family package
· Stock options
· Lunch coupons
· Team events
· Opportunity for sharing best practice with our US office
· Weekly massage day
· Catered lunches at the office
· Healthy food kitchen
· English Classes

Company Profile