Customer Support Specialist in Poklyk

Пряме повідомлення учасника, який розмістив вакансію, з Poklyk Diana Yemets Diana Yemets Head of Customer Support at Poklyk Poklykisaproduct companyspecializing indeveloping and advancing our web and mobile applications, Orderry and RemOnline, designed for SME automation. Our services empower businesses tostreamline processes and embrace amore technological approach.AsaCustomer Support Specialist,you will beresponsible for providing exceptional service tothe company’s clients through various customer support channels and contributing toinitiatives to enhance the overall customer experience.Requirements:Minimum 1year ofexperience incustomer service orsupportEnglish proficiency atlevel Upper-Intermediate+.Strong communication skills, both written and verbal. Ability tocollaborate effectively with cross-functional teams.Problem-solving and analytical skillsService-oriented approachGrowth mindsetResponsibilities:User Communication:Communicate with users, address inquiries, and resolve complaints through customer support tools via ticket, phone, and chat channels.Provide expert guidance toclients regarding the company’s products and services.Investigate incidents related toproduct functionality and assist users intheir resolution.Collaborate with cross-functional teams toensure timely resolution ofcustomer inquiries.Escalate complex orspecialized requests tospecialized teams orteam members.Support Processes improvement:Adhere toperformance metrics standards, ensuring efficient work.Participate inthe development and implementation ofnew orimproved support processes toenhance productivity and service quality.Organize and participate inbrainstorming sessions and meetings todiscuss potential improvements.Identify opportunities for implementing innovative solutions and initiatives toimprove service quality and customer satisfaction. Participate inthe implementation ofsuch initiatives.Itwould beaplus:Spanish proficiency atlevel Intermediate+ will beabig advantage.Knowledge ofother additional languages atlevel Intermediate+ will beaplus.Advanced technical understanding ordesire todive deep into technical aspects would beastrong advantage (ex.: basic programming skills, data analytics and dashboard creation, understanding ofwebhooks and APIintegrations, etc.)Note:Candidates possessing experience orproficiency inthe “Nice tohaves” are viewed favorably, but these qualifications are not mandatory for the position.Weoffer:—Official employment.—Your direct involvement inproduct development, aswediscuss every proposal for service improvement with the entire team.—Work inanIT company, one ofthe market leaders inbusiness automation services, recognized ascritically important tothe Ukrainian economy.—Flexibility towork inahybrid/remote format—You become part of a company that is a winner of programs such as MasterCard Start Path Ukraine, Google for Startups, and more.—As participants in the Google for Startups program, we can provide the exclusive opportunity to work on the Google campus in Warsaw.—18 working days of vacation, 10 paid days off, and sick leave.—English language courses.—Compensation for course expenses, webinars, and other related activities—We offer legal and accounting support. Show more Show less Job level Entry level Employment type Full time Industries Software development