Customer Support Specialist

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Enhance customer satisfaction by delivering outstanding support and assistance with intricate inquiries, primarily via our chat platform.

• Diagnose and resolve issues, escalating them to the relevant departments such as Customer Success, Product, and Engineering when necessary.

• Submit Jira tickets for any potential technical problems, providing detailed descriptions to facilitate swift resolutions.

• Serve as the primary point of contact for customers during the issue resolution process, offering timely updates while maintaining a professional and helpful attitude.

• Collaborate with cross-functional teams to ensure customer issues are addressed promptly and effectively.

• Develop and update customer-facing Help Center articles to support self-service, ensuring content is accurate, accessible, and responsive to customer needs.

• Employ AI tools to improve efficiency and accuracy in customer interactions.

• Recognize common issues or trends in customer feedback to proactively recommend solutions or improvements.

⛳️ Requirements

• Minimum of 5 years of experience in a customer support role, ideally within a SaaS, tech, or related industry.

• Strong written and verbal communication skills, with a clear and professional English accent.

• Familiarity with chat support platforms and ticketing systems, particularly Intercom and Jira.

• Ability to multitask effectively, managing multiple chat interactions simultaneously.

• Proactive problem-solver who is comfortable addressing escalations and seeking additional resources when necessary.

• Exceptional time management, organizational, and prioritization abilities.

• Keen attention to detail, ensuring 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 utilizing AI tools to enhance customer support operations.

• Authorized to work in the relevant region and capable of passing a background check.

🏝️ Benefits

• Competitive remuneration package.

• Opportunities for professional development within a multinational corporate environment.

• Flexibility to work from home while contributing to global team growth.