About the Role
We are looking for a skilled Customer Support Specialist to join our team. The successful candidate will provide prompt and effective assistance in chats and tickets, responding to customer inquiries based on knowledge base and training materials.
Responsibilities
* Provide excellent customer service by answering customer queries and resolving issues in a timely and efficient manner.
* Maintain KPI levels in accordance with department standards.
* Stay informed about company policies, announcements, and updates to ensure effective communication with customers.
* Adhere to assigned working hours and demonstrate punctuality in scheduled shifts.
* Identify and report system errors or service disruptions to the team lead or mid/senior agents in the absence of the team lead.
* Escalate complex customer issues to the team lead or mid/senior agents to ensure proper follow-up and resolution.
Requirements
* You must be fluent in English, Spanish, and Portuguese.
* Excellent communication skills and quick and efficient problem-solving abilities are essential.
* You should have excellent customer service skills: you are empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
* You are required to work a schedule from Monday to Friday (3 PM to 11 PM GMT+3), with Saturday and Sunday as days off.
Nice to Have
* Work experience in customer support is beneficial.
* Experience with Jira and Confluence is also desirable.
Benefits
* We offer expertise development and opportunities for networking, exchange of experience, and internal and external training at our expense.
* You get to affect the result, with no bureaucracy or need for a large number of approvals.
* We offer comfortable conditions, including remote work and a friendly atmosphere.
* Our benefits package includes a competitive official salary, advanced benefits system (medicine, additional pay on sick leave, etc.).