Middle Customer Support Specialist
Nice to have's
Job description
About the Position
As a Middle Customer Support Specialist, you will be responsible for providing exceptional service to the company’s clients through various customer support channels and contributing to initiatives aimed at enhancing the overall customer experience.
Responsibilities
User Communication
- Communicate with users, address inquiries, and resolve complaints through customer support tools across various channels, including tickets, phone, and chat.
- Provide expert guidance to clients regarding the company’s products and services.
- Investigate incidents related to product functionality and assist users in their resolution.
- Collaborate with cross-functional teams to ensure the timely resolution of customer inquiries.
- Escalate complex or specialized requests to specialized teams or team members.
Support Processes Improvement
- Adhere to performance metrics standards, ensuring efficient work.
- Participate in the development and implementation of new or improved support processes to enhance productivity and service quality.
- Organize and participate in brainstorming sessions and meetings to discuss potential improvements.
- Identify opportunities for implementing innovative solutions and initiatives to improve service quality and customer satisfaction.
- Participate in the implementation of such initiatives.
Requirements
- Minimum 1 year of experience in customer service or support is preferred.
- Ability to work independently and uphold quality during peak workloads.
- English proficiency at level Upper-Intermediate+.
- Strong communication skills, both written and verbal.
- Ability to collaborate effectively with cross-functional teams.
- Problem-solving and analytical skills.
- Service-oriented approach. Growth mindset.
Nice to Have
- Spanish proficiency at level Intermediate+ will be a big advantage.
- Knowledge of other additional languages at the level Intermediate+.
- Advanced technical understanding or desire to dive deep into technical aspects (e.g., basic programming skills, data analytics and dashboard creation, understanding of webhooks and API integrations, etc.).
We Offer
- Remote, full-time position.
- Competitive salary.
- Opportunity to work in an office near Boryspilska metro station or remotely.
- 18 working days of vacation + 10 paid sick days per year.
- Review to analyze goals and objectives.
- 1-to-1 meetings with a team leader.
- Constant support from a tutor.
- Participation in company events and recreational activities.
About the Company
Poklyk is a product company specializing in developing and advancing our web and mobile applications, orderry.com and roapp.io, designed for SME automation. Our services empower businesses to streamline processes and embrace a more technological approach.
Application Process
- Introduction (30 minutes): The recruiter will share details about the product, processes, and benefits. They will also get to know you and your expectations.
- Test Task (60 minutes): We will send you a small test task to get to know your approach to work in more detail.
- Final Interview (60 minutes): Final interview based on the results of the test and after which we will make a final decision on further cooperation.
Join Our Team!
Fill out the application form or contact our HR for more information about current vacancies.
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