Job description
We are Futuremedia, an established digital company with a tradition of developing and scaling highly competitive, high-traffic SaaS products used by millions of people and businesses worldwide.
Our team of professionals is at the forefront of technology, continually pushing boundaries to achieve excellence and success in the dynamic digital landscape.
As our Customer Support Specialist, you will report to the Head of Customer Support. You will be interacting with our customers on a daily basis while making sure customer satisfaction is at the highest levels. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle, focusing on quality, customer satisfaction, and efficiency. This is a perfect role for someone who has minimum 2 to 3 years of experience in customer support or a client-facing role.
We are looking for someone who loves helping people and is excited about the opportunity to work in a young, fast-growing company.
Provide technical and billing support to users through live chat and email
Investigate user problems and prepare escalations or bug reports
Gather and report user’s feedback and product improvements
Handle payment related operations
Learn and document information about users
Establish personal relationships with customers
Assist with the internal and external documentation
3 or more years of experience in Customer Support / Technical Support
Flexible in working hours. Being able to work in the morning, evening, and weekends.
Previous experience in compiling documentation (internal or external)
Analytical and troubleshooting skills (experience in resolving complicated issues that require strong ownership, personal investigation, and cooperation with different teams)
Experience in working with CS tools such as: Jira, Confluence, Zendesk or similar emailing tools
Understands what KPIs were used in the past roles and what was his/her measured level of performance
Previous experience in handling issues via TeamViewer
Knows or wants to learn new technology, for example, some programming language
Work experience in copywriting
Willingness to work on chats
Willingness to work in night shifts only
Long term, full time position.
22 days of paid annual leave per year
Work on digital products generating millions of visitors monthly
Flexible hours
Work from home
