About this role
The Customer Support Specialists are a business-essential role that serve as the frontline support for our clients, providing SaaS support.
We're committed to bringing passion and customer focus to the business.
Primary Responsibilities:
- Respond to customer inquiries professionally and promptly through telephone, support tickets, and chat
- Troubleshoot and resolve Tier 1 product, workflow, configuration, and account-related issues using established processes and available resources
- Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues, and resolutions
- Assist customers with setting up payment terminals, answering chargeback questions, and coordinate with our Pay team as needed to resolve merchant service related issues
- Identify recurring customer issues, documentation gaps, and potential product improvements and communicate them through established team channels
- Stay up to date with product developments, feature launches, and policy changes
- Contribute to the support team during meetings by sharing customer issues, feature requests, program functionality, effective workarounds, and troubleshooting ideas
- Actively support colleagues in Team channels by answering questions, sharing quick solutions, and troubleshooting assistance in real time
- Cross-train to support other functions within the department as business needs require
What we expect from you :
- Strong ability to problem-solve
- Previous experience working in customer service role
- Must have good Microsoft office skills with a working knowledge of Teams, Word and Excel
- Excellent English communication skills, both written and verbal
- Solid organizational and time management skills
- Availability to work 2 pm - 10 pm shift, Monday–Friday
What you will get from us:
- Remote model of work
- Paid training
- Opportunity to work with a dynamic, fast-growing team
- Private health insurance
- Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries)
If you are ready to contribute to this position, apply now with your CV in English. We look forward to your application!
Note: Only shortlisted candidates will be contacted. Best of luck!