Customer Support Agent in Tango Me/Tango Mi

Responsibilities:

— Act as a point of contact for Tango users;

— Qualify and validate issues about reported by Tango users and resolve them in a timely manner using the text communication channel;

— Handle a workload of 15 requests per hour with 5 minutes to first response per SLA;

— Log issues, user experiences in the issue tracker (JIRA);

- Collect feedback and suggest improvements to the user experience;

- Achieve good results in personal KPIs and help teammates do the same.

Requirements:

Previous experience with clients (1+ years);" font-style: normal">— High level of English (B2+) with a professional tone in written communication;

— Willingness to help and teach, the ability to empathize with customers;

— Competent speech, ability to express oneself;

—Responsible team player;

—Able to show and report results.

Additional qualifications:

Knowledge of additional languages (Arabic, Turkish, Spanish) will be a plus;

Previous experience with help desk systems (Zendesk, Intercom, etc.) is an advantage;

YouTrack, Confluence) is an advantage;

The position includes working shifts:

1. 12 am to 8 am
2. 2pm to 10pm
3. 7am to 3pm
4. 5pm to 1am

What we offer:

• International company with several offices in different locations: Tel Aviv, Kyiv, Warsaw, Limassol.
• Granting options;
• Professional work environment with great people;
• Competitive salary, performance review;
• Social and benefits package;
• 20 working days of paid vacation and 100% sick leave coverage;
• Opportunity to make a difference, grow and develop;
• Regular corporate holidays, team building and entertainment;
• Comfortable office near the subway. Our Kyiv office is open 24 hours a day in compliance with all safety and health measures.

Responsibilities

• Be a point of contact for Mid-tier viewers and broadcasters
• Qualify and acknowledge the issues Tango users report, and resolve them in a timely manner, via text communication channel (Intercom, no voice calls)
• Fulfill a workload of 15 tickets per hour with a 5 min first response time SLA
• Record the issues users are experiencing in a task tracking tool (JIRA)
• Gather feedback and propose improvements to user experience
• Achieving good results in personal KPIs and helping teammates do the same.

Requirements

• Prior experience in customer service (1+ years)
• Exceptional English (B2+) with professional tone in written communication">A desperate urge to help and teach, ability to empathize with customers.
• Competent speech, the ability to make yourself understood
• A responsible team player
• Multi-tasker and performer able to show and report results
• Readiness to work night shifts

Knowledge of additional languages (Arabic, Turkish, Spanish) will be a plus">Prior experience with helpdesk systems (Zendesk, Intercom, etc) is a plus

What we offer:

• International company with several offices in different locations: Tel-Aviv, Kyiv, Warsaw, Limassol.
• Granting an Option;
• A professional environment with great people to work with;
• Competitive salary, performance review;
• Flexible working hours, no one here tracks your work time because our culture is built on trust and cooperation;
• Social package, including sports coverage, elite medical insurance for you and family;
• 20 working days paid vacation and 100% sick leave coverage;
• Opportunities to make a difference, to develop and grow;
• Regular corporate celebrations, team building, and fun activities;
• Comfortable office close to the metro station. Our Kyiv office is open 24/7 with all safety and health measures in place.

If this sounds like you, send your resume and help empower live entertainers and creators to build independent businesses around their live talents.