Support Manager, Chat Agent (offline)

For Amasty, we are looking for individuals with strong motivation to learn and succeed to be able to provide our customers with top-class support service.

Working as the support manager, the candidate will be able to develop customer care skills while helping the company’s clients with pre-sale and technical inquiries. The position allows becoming acquainted with a wide variety of popular e-commerce advanced technologies (Magento, Elasticsearch, Composer, Varnish, Google Optimization tools, etc).
Core responsibilities:

Increase customer satisfaction and loyalty by providing a personal customer experience;
Respond to and resolve customer questions via online chat and emails in an effective and timely manner;
Help and provide guidance with pre-sale & billing inquiries and configuration requests;
Act as a customer advocate while assisting with technical questions and challenges and communicating with developers, QA specialists, and product managers.
Assist with product installations and post-sale configuration requests according to customers' business needs.
Collect and analyze feedback from customers to make ongoing issues' reports;
Participate in creating FAQs, user guides and other documents;
Essential requirements:

Excellent communication skills in the English language (Upper-Intermediate or higher);
Fast typing skills within the English keyboard layout;
Ability to work in shifts (morning and afternoon shifts: working hours will start at 9 AM or at 3:00 PM accordingly).
Readiness to soak up a wealth of information quickly.
Passion for working with people;
Self-organization, responsibility, and honesty are a must.
Optional requirements (if you have these skills, it will be a plus):

Customer care and support or online chat experience;
Basic knowledge of or a high degree of interest in HTML, CSS, Databases, PHP and other similar technologies would be a plus;
Basic understanding of the e-commerce area.
Work culture and schedule:

Open-minded executives and respectful relationships inside the team
Full time (8 hours of work per day and 40 hours per week). Morning and afternoon shifts: working hours will start at 9 AM or at 3:00 PM accordingly. No night shifts at the moment, but they might be added in the future.
Schedule based on the shift system (within a month, there will be one working Saturday and one working Sunday).

About DNA325

DNA325 is a local partner for global companies and startups who are launching their Software Development and R&D centers in Ukraine.
At DNA325, we provide a simplified and cost-effective way to build your very own talented remote team in Ukraine: from hosting in our office space to local IT personnel recruiting and management.

We recruit employees in the following areas: software development, design, marketing & advertising, sales, support, management, etc.

Company website:
https://dna325.com/

DOU company page:
https://jobs.dou.ua/companies/dna325/