Customer Service Associate

We are looking for a fast-paced, detail-oriented Customer Support Specialist to join our support team. This role is the "first line of defense," focusing on rapidly categorizing and prioritizing incoming requests.
 

Requirements
 

Language Proficiency: Advanced English (C1 level preferred; strong B2 candidates will be considered).
Efficiency: Proven ability to work under tight Service Level Agreements (SLAs).
Communication Skills: Strong written communication skills with the ability to explain complex concepts clearly and concisely.
Analytical Mindset: Quick learner who can assess a situation and determine the next steps within minutes.
Availability: Must be comfortable with a flexible schedule focused on weekends and Fridays, rarely on weekdays.
 

Responsibilities
 

Ticket Triage: Manage the initial intake of customer inquiries, ensuring each ticket is accurately categorized and prioritized by urgency and technical requirements.
SLA Compliance: Maintain an exceptional response pace, aiming for a 10-minute turnaround time per ticket triage.
Multi-Channel Support: Communicate professionally with global clients via chat and email.
Workflow Optimization: Route specialized issues to the appropriate technical teams to ensure seamless problem resolution.
Platform Mastery: Develop a deep understanding of the Performio SaaS ecosystem to accurately identify client needs.
 

Working terms
 

This position offers a dynamic schedule tailored to our global client base:
Primary Workdays: Weekends (Saturday/Sunday) and occasional Fridays and weekdays.
Shift Rotations: 3 shift options (Morning, Evening, and Night).
Planning: Shift hours are finalized monthly and adjusted to current client demands.  if you are a student! We want to meet you!