Customer support specialist - Минск - вакансия 876441

ООО Брааво Девелопмент

Дата: 15.09.2021

Город: Минск

Сфера деятельности: Программисты, ИТ, телеком

Текст вакансии:

We are looking for a Customer Support Specialist to join our team. Your goal will be providing stellar customer service for Braavo’s Financial and App Analytics products, for our US & EMEA clients. You’ll be reporting to the Director of Client Success, and working closely with Sales, Product, Engineering and Payment Ops teams. What you’ll do:-Manage Braavo’s customer support channels - Zendesk, Live chat & E-mail.-Serve as lead point of contact for inbound customer inquiries, responding directly to customers and providing expert-level support to our clients.-Communicate via phone, email, screen share to guide customers through the troubleshooting process.-Coordinate with internal teams resolve issues and route sales leads in a timely manner-Create Support tickets and update internal databases (Asana, Pipdedrive, Notion) with relevant information for bugs and customer feedback.-Recommend product & feature improvements based upon analysis of reported issues-Improve “Self-Service” functionality for users, by documenting FAQs and deploying helpdesk automations.-Document best practices and operating protocols as we build a best-in-class support framework.-Proactive monitoring of customer accounts to ensure connectivity and compliance.-Manage aspects of new customer onboarding Requirements:-Desire to explore Product Support, Customer Success or Account Management in SaaS or financial services industry.-Superior written and oral communication skills, with proven ability to translate technical issues to a broader audience.-Strong understanding of a variety of web-based SaaS products-Familiarity with payment industry, banking operations and/or app analytics a plus.-Self-motivated and extremely reliable. You’re passionate about providing stellar customer support, while demonstrating empathy and patience when needed.-Comfortable working across multiple timezones, including US-based business-Fluent in spoken & written English Benefits:-Innovative and supportive international team building a leading product in the mobile apps market-Collaborative (and fun!) working environment-Competitive salary-Team building activities

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