Customer Support Specialist

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UpSkill Ltd.

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2014

💼 Conseil

📣 Marketing

🎯 Recrutement

Consulting • Marketing • Recruitment

UpSkill Ltd. est une entreprise de recrutement et de services RH basée à Sofia qui propose des solutions complètes en matière de talents, y compris la recherche de cadres, le recrutement à la demande (RPO), le travail temporaire, le recrutement international et le recrutement freelance. L'entreprise offre également du conseil en ressources humaines, des programmes de formation et de développement, du branding employeur et un accompagnement RH pour les startups, en plus de gérer un site d'emploi avec des dizaines de postes à pourvoir. UpSkill se positionne comme transformant les RH traditionnels en services de 'Relations Humaines' engageants et centrés sur l'humain pour ses clients corporate.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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