Customer support manager in effie

effie is an international product IT company. We open new non-standard ways of solving business challenges by providing global cloud services (SaaS) based on the sharing economy and the capabilities of artificial intelligence. automation of customer processes, technical support and consultations of business analysts.
Our main specialization is improving the efficiency of business processes of manufacturers, distributors, merchandising agencies and retail chains in the CPG (including FMCG) and pharmaceuticals.
- 140+ employees in the team;
- 100+ clients in 13 countries, including: PepsiCo, Coca-Cola, Nestle, Shell, Nemiroff, Philip Morris and others;
- 27,000+ users of our services;
- Gold Partner Microsoft.

For us it is important:
- Passion — making customers happy is only possible being in love with your business;
- Trust — as the foundation for building all relationships in the company and beyond;
- Feeling beautiful — attitude towards quality in all its manifestations;
- Simplicity — simplicity does not require explanations.

The main tasks:
- Solving customer inquiries regarding the company's products or services, namely:
call/ticket system/chat bots);
- analysis and prioritization of appeals;
- transfer to the second line of support/developers;
- processing the results of the decision;
- testing after release;
management of expectations.
- Consulting in "customer language";
Cooperation with the second line of support, developers and other teams to solve complex technical issues;
- Updating and developing the knowledge base to ensure quick and effective solutions to customer problems.

Professional and personal competencies:
- From 1 year of experience in customer support;
Excellent oral and written communication skills;
Empathy and tolerance when communicating with customers;
Ability to work in stressful situations;
- Skills for working with CRM systems.

Will be a plus:
- Work skills with Atlassian products (Jira SM, Confluence, Jira Software)
- Knowledge of the English language.

Working conditions:
- Remote mode of operation, there is also the possibility to work in the office if desired;
- Office in Kyiv, 15 minutes' walk from the Svyatoshyn metro station, equipped with shelter and everything necessary for autonomous work during blackouts electricians;
- Work schedule from Monday to Friday from 09:00 to 18:00, with occasional shifts;
- Free parking for a car, motorcycle and bicycle;
400"> Paid vacation and sick leave;
- 12 additional days off per year;
- Privileged discount card of the WineTime chain of stores.