Responsibilities: - New customers onboarding process. - Problem Management and Support request Fulfillment (L2-L3) process. - Representative’s goal is 1st contact resolution when possible and great customer satisfaction as a result. - Receive and respond to inbound e-mail and live chats gather and verify required information (calls, if needed). - Carefully document and track interaction with customer. - Maintain support knowledge base. - Take initiative and resolve and escalations or complaints.
Requirements: Mandatory: - Strong customer service, analytical and decision making skills (1-2 years as a min). - Understanding of web technologies, protocols, client-server architecture and databases. - Ability to organize and follow-up multiple tasks/details with accuracy and timeliness. - Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds. - Strong experience with ticketing systems and customer portals. - English - Upper Intermediate written and speaking communication skills - using proper grammar with smooth flow.
Optional: - Understanding of XMPP, REST is a plus. - Knowledge of Linux, AWS, Ruby is a plus. - Experience in incident management is a plus.
We offer: - good salary - professional development, participation in projects with world-famous brands - work in a friendly team - 40 working hours a week - paid vacation - a comfortable office
Please send your resume to email@example.com. Please specify the position for which you applying.