Customer Support Specialist

We are looking for a Customer Support Specialist with technical skills to provide excellent service within our project. The project involves providing continuous support for three platforms:

➖Help desk system

➖ A tool that helps sellers remain competitive across various marketplaces

➖ A tool that enables users to obtain positive feedback

As the first line of support, agents should possess a deep understanding of troubleshooting processes and methodologies, as well as the ability to address a range of issues effectively. Mastery of the escalation process is equally important, making proficiency in both areas essential.
 

Requirements:

• Excellent English, written and spoken (B2)
• Outstanding written and verbal communication prowess
• Background in customer support or experience in a SaaS project
• Ability to act in non-standard situations
• Ability to explain the complex in simple words
• Professional attitude
• Strong technical mindset is mandatory: ability to investigate systems, identify issues, and learn independently through hands-on exploration.
   

Responsibilities:

• Provide telephone support, answering questions about products (calls, tickets, and chats);
• Manage upgrades through proper escalation channels;
• Process or escalate cancellations based on the client tier;
• Explain the technical details of the projects to customers;
• Address and resolve customer complaints effectively;
• Manage refund processes after obtaining approval from the internal team;
• Operate live chat support for pre-sales inquiries;
• Offer post-sales support via live chat;
• Answer technical questions through a live chat interface;
• Provide billing support to customers across all communication channels;
• Participate in training sessions and ongoing development to stay updated on product; knowledge, company policies, and customer service best practices
   

Work conditions:

• Remote work;
• The probation period is 2 months;
• Flexible days off (2 per week);
• 2 types of work shifts: 14:30—23:00, Day 12:00—20:30 with floating 1-hour lunch break