Customer Support Specialist

🕒 June 24

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UpSkill Ltd.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

💼 Consulting

📣 Marketing

🎯 Recruiter

Consulting • Marketing • Recruitment

UpSkill Ltd. is a Sofia-based recruitment and HR services firm that provides end-to-end talent solutions including executive search, RPO, temporary staffing, international recruitment, and freelance recruiting. The company also offers HR consultancy, learning & development programs, employer branding, and startup HR support, and operates a job board with dozens of open positions. UpSkill positions itself as transforming traditional HR into engaging, human-centered "Human Relations" services for corporate clients.

📋 Description

• Drive customer satisfaction by providing exceptional support and assistance with complex inquiries, primarily through our chat platform • Diagnose and troubleshoot issues, escalating them when necessary to appropriate departments, including Customer Success, Product, and Engineering • File Jira tickets for any potential technical issues, detailing the nature of the problem for swift resolution • Act as the customers point of contact throughout the issue resolution process, providing timely updates and maintaining a professional, helpful demeanor • Collaborate with cross-functional teams to ensure customer issues are addressed promptly • Create and maintain customer-facing Help Center articles to support self-service, ensuring content is accurate, accessible, and aligned with customer needs • Utilize AI tools to enhance efficiency and accuracy in customer interactions • Identify common issues or patterns in customer feedback to proactively suggest solutions or improvements

🎯 Requirements

• Prior experience (5+ years preferred) in a customer support role, preferably in a SaaS, tech, or similar industry • Strong written and verbal communication skills with a clear, professional English accent • Familiarity with chat support platforms and ticketing systems, ideally Intercom and Jira • Ability to multitask effectively, balancing multiple chat interactions at once • Proactive problem-solver who is comfortable handling escalations and seeking additional resources when needed • Excellent time management, organization, and prioritization skills • Extreme attention to detail, accuracy, and quality in every interaction • Basic understanding of customer service metrics and KPIs, with a commitment to achieving high standards in customer satisfaction • Preferred: Experience leveraging AI tools to assist in customer support operations • Authorized to work in the relevant region and able to pass a background check

🏖️ Benefits

• Excellent remuneration package • Opportunity to develop in a multinational corporate environment • The option to work from the comfort of your home, while driving the global team growth