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.
Key Responsibilities:
- Provide technical and billing support to users via email
- Investigate user issues and prepare escalations or bug reports
- Gather and report users’ feedback to drive continuous product improvement
- Handle payment-related issues and operations
- Learn and document information about users
- Establish personal relationships with customers
- Utilize internal tools proficiently, including Zendesk, Slack, Jira and Confluence
Qualifications:
2 and more years of experience in Customer Support
Willingness to work at night (3 after 3 rotational basis)
Analytical and troubleshooting skills (experience in resolving complicated issues that require strong ownership, personal investigation, and cooperation with different teams)
Experience in working with Customer Support tools such as: Jira, Confluence, Zendesk or similar tools
Understanding of KPIs and SLAs
Willingness to learn new digital products
Residence in Bulgaria
Long term, full time position
Work on digital products generating millions of visitors monthly
Work from home
