Customer Service Manager in TechTellent

We are the TechTellent team of dedicated specialists with a reliable approach to the job and interesting passions and life goals.We are seeking a committed Customer Service Manager to provide exceptional support for our core product - the Platform. As the sole specialist in the support team, this role demands a responsible attitude and the ability to take ownership of resolving and processing customer requests in accordance with SLAs.What You Will Do: Develop an in-depth understanding of our product to provide effective supportProvide consultancy to clients on technical aspects of the company's product through emails, chats, and do initial analysis of client requestsCollect, understand, and document client issues and informationEfficiently escalate client requests to the appropriate team for resolution when necessaryEvaluate the speed and quality of client request processingProvide clear and timely responses to clients regarding the resolution of their issuesWrite and regularly update technical documentationAct as the primary point of contact for clients during the integration phaseMonitor project progress and report to all stakeholdersCreate and enhance support-related processesBe available on-call during out-of-office hours for highest priority support issuesRequirementsMinimum of 2 years of experience in a Customer Service Manager, Customer Care Agent Support, or Technical Customer Support Representative roleExperience with IT or complex technology products, preferably in the Gambling/Betting industryFamiliarity with HTTP(s), REST, and Web API technologiesProficiency in Atlassian tools (Jira/Confluence)Ability to handle technical discussions and coordinate tasks with clients effectivelyExcellent command of written and spoken EnglishStrong communication and analytical skillsGood problem-solving abilities with a focus on qualityCapability to work independently and as part of a teamBenefitsGet corporate laptop to work comfortable.Practice you English among foreign colleagues.Develop your hard skills by taking interesting trainings and courses.Use 20 working days of vacation and 15 days of sick leave for having work-life balance.Use health insurance and don't worry about the details.Be a part of like-minded people team. Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Обслуживание и поддержка клиентов Отрасли Некоммерческие организации и Начальное и среднее образование