Customer support (offline)

Required skills
— English communication skills to provide our international clients with the highest level of services (Upper-Intermediate and higher)
— Experience with Excel/Word/Google Spreadsheets
— Experience with problem analysis and solving
— Сritical thinking and problem-solving skills
— Planning, analysis and reporting skills
— Customer service skills and passion for helping others
— Service-oriented approach
— Excellent attention to detail

As a plus
— Experience 1+ year on a Support Specialist position in IT company
— Experience working with native English speakers
— Trello and Slack experience
— Experience with CRM systems and Payment systems (PayPal, Stripe, Payoneer)
— Experience with refunds handling and prevention

We offer
— Competitive salary
— Bonuses
— International team
— Career opportunity
— Opportunity to work from home/anywhere (if both sides agreed on that)

Responsibilities
— Resolving all types of support issues (questions, requests, complaints, etc.) received via ticketing system and live chat (in a quick and efficient manner)
— Help to solve most simple problems directly otherwise escalate the issues through our ticket system to the back-end support team
— Responsibility for customer support cases coming from both emails and live-chat
— Understand and analyze customers’ problem, find appropriate and acceptable solutions
— Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
— Influence the way we support our users and improve our flows to make sure their experience is the best possible
— Follow communication procedures, guidelines, and policies
— Help develop and implement web-based support initiatives including knowledge bases, technical and modeling techniques, and documentation
— Update the documentation when needed.

Project description
Our team located in Dnipro is searching for a customer support manager to provide full support for our existed and new clients during evening — from 5 pm to 2 am Ukrainian time, including 1 hour to brake and cookies. =)

We’re looking for a Сustomer Support manager that is passionate about resolving different customers’ issues and finding the best solutions. You will work alongside to Support Manager and report to the management in due course. You must be efficient, detail-oriented, and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. Your typical day will start with US prime time and will be filled with monitoring a ticket queue, reviewing our customer’s submissions and establishing our reputation as a company that offers excellent customer support through all procedures.

About Shift Arts

Me and my team at Shift-Arts are professionals in Customer Support for Businesses. Throughout 4 years we provide a professional remote customer support services for our clients: trading platforms, finance platforms, e-commerce, PSPs (payment processors), services platforms.
We provide a wide range of services - end customer support, clients' verification (KYC), technical support, Chargeback prevention & dispute representment.

Company website:
http://shift-arts.com/

DOU company page:
https://jobs.dou.ua/companies/shift-arts/