Customer Support Specialist
About the Role
We are seeking a highly skilled and dedicated customer support specialist to join our team. The ideal candidate will be responsible for providing prompt and effective assistance to customers, responding to inquiries based on knowledge base and training materials.
Maintaining high KPI levels in accordance with department standards is crucial to success in this role. You will stay informed about company policies, announcements, and updates to ensure effective communication with customers.
Key Responsibilities:
* Provide prompt and effective assistance in chats and tickets, responding to customer inquiries based on knowledge base and training materials.
* 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
To be successful in this role, you will need to possess excellent communication skills, quick and efficient problem-solving abilities, and excellent customer service skills. You should also be fluent in English, Spanish, and Portuguese.
Additional requirements include:
* You have experience in customer support, preferably in a similar industry.
* You are proficient in using Jira and Confluence.
Benefits
We offer a comprehensive benefits package that includes:
* Expertise development opportunities, including work in a team with top-notch professionals, networking opportunities, exchange of experience, and internal and external training at the company's expense.
* The chance to affect the result - we prioritize autonomy and flexibility, with no bureaucracy or unnecessary approvals.
* Comfortable working conditions, including remote work options and a friendly atmosphere.
* Stability and security, with a competitive official salary and advanced benefits system (medicine, additional pay on sick leave, etc.).
About Us
We are a global trading and investment platform focused on users. Our mission is to create the most convenient tool on the market for fast financial transactions, investing, and trading with quick adaptation to the user's preferences and pursuing interests.
Our team consists of more than 450 professionals from 15 countries, with a presence in South-East Asia, Europe, South America, Africa, and Australia.