Customer Support Specialist

🕒 vor 1 Monat

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UpSkill Ltd.

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

Gegründet 2014

💼 Beratung

📣 Marketing

🎯 Rekrutierung

Consulting • Marketing • Recruitment

UpSkill Ltd. ist ein in Sofia ansässiges Personal- und HR-Dienstleistungsunternehmen, das umfassende Talentlösungen inklusive Executive Search, RPO, Zeitarbeit, internationale Rekrutierung und freiberufliche Rekrutierung bereitstellt. Das Unternehmen bietet außerdem HR-Beratung, Programme für Lernen und Entwicklung, Employer Branding und Unterstützung für Startups im HR-Bereich an und betreibt ein Job-Board mit Dutzenden offenen Positionen. UpSkill positioniert sich als Transformator traditioneller HR in ansprechende, menschenzentrierte "Human Relations"-Dienste für Firmenkunden.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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