Customer Service Specialist (offline)

Job Summary:

Campaigner Technical Support team is looking for Customer Service Specialists to join us in our Odessa office as part of our Global Support team.

This position will be responsible for dealing with the customers and potential customers. As a Customer Service Specialist, you will fulfill standard requests and perform troubleshooting procedures using telephone, chat, email, internal ticketing and CRM systems.

Enthusiasm and Energy are critical attributes for the position. Advanced English level and prior customer service experience are essential.

Job Duties:

• Serve as a single point of contact for phone calls and chat from customers regarding their technical and billing issues, requests, and queries
• Monitor and reply to Customer emails from the Salesforce Q’s
• Accurately process and make call logs
• Escalate unresolved calls to technical departments, using task tracking systems
• Work collaboratively with the Client Success and Sales teams to resolve customer issues in a timely fashion
• Maintain exceptional customer service for all support queries and adhere to standard processes and procedures
• Respond to emergency situations as assigned
• Rotate in shifts to cover business time hours of the USA (including night shifts)
• Perform other tasks as assigned by management

Job Requirements and Experience:

• Advanced language skills in English
• Solid written and verbal communication skills
• 1+ years of customer service experience in any sphere
• Confident user of software
• Good all round computing skills
• Ability to explain technical issues to customers in a calm and concise manner
• Solid critical thinking and problem-solving skills
• Ability to work both independently and as part of a team
• Willingness to work with people
• Ability to cope with stressful situations
• Ability to learn quickly and adapt to a fast-paced support environment

Would be a plus:

• Previous experience working in Technical Support / Inbound Call Center (a chat and phone-based support role)
• Experience in troubleshooting and logs reading
• Experience working with CRM (Salesforce) and ticketing systems
• Basic HTML knowledge

We offer:

• 40-hour workweek (Mo-Fr)
• Paid trial period (up to 3 months)
• Company laptop
• Late night taxis are provided by the company
• PE (FOP) registration after successful trial period end
• Dedicated accountant for your PE (FOP) with full tax coverage
• Cozy and spacious office with a kitchen and free coffee and snacks (on Levitana Street, Tairova)
• Transparent assessment and reward policy with a yearly review
• Occasional team building events
• Free English lessons

About SMTP

SMTP.com stands as a trailblazer in cloud-based email services, now proudly under the Ziff Davis Martech brand. Renowned as the first to introduce web-based email as enterprise software, we ensure highly reliable delivery for extensive commercial senders.

Dedicated to crafting a dependable email solution, SMTP.com safeguards emails' successful delivery to the inbox while combating spam. Our relay solutions facilitate the delivery of billions of emails monthly, empowering you to send and monitor high-volume emails. We go beyond by providing guidance and support to help businesses comprehend deliverability intricacies and enhance their practices.

With a rich history of over 20 years in industry-leading deliverability, SMTP.com offers robust features and expert advice to guarantee your emails land securely in the inbox.

Our mission is to demystify and establish authority in email deliverability, empowering individuals with the knowledge needed to ensure their emails successfully reach the inbox.

Company website:
https://www.ziffdavis.com/brands/martech

DOU company page:
https://jobs.dou.ua/companies/smtp-inc/