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Customer Support Specialist- EMEA
Posted 7 days agoViewed
💎 Seniority level: Junior, 1-2 years
🔍 Industry: Software Development
🗣️ Languages: English
⏳ Experience: 1-2 years
Requirements:
- Previous experience working in a troubleshooting environment
- 1-2 years of technical support experience
- Solid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight.
- Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
- Ability to troubleshoot and utilize resources to answer questions on baseline topics
- Strong customer focus (excels at + enjoys helping customers)
- Ability to take on + action feedback
- Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
- Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
- Strong problem solving skills (ability to think critically and learn on-the-fly)
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas
Responsibilities:
- Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)
- Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed
- Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans
- Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible
- Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
- Continuously identify Help Center content gaps and record knowledge
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Posted about 22 hours ago
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- Proven track record of great customer service experience in a SaaS/tech environment
- Tech savvy and hungry to improve technical skills
- Ability to identify customer needs and successfully implement solutions
- Excellent verbal & written communication – you can explain complex issues in simple terms and adapt your tone for different users
- Humble and friendly person who genuinely loves helping people and solving problems
- Fluent in English
- Ensure 100% success of all of our Front customers
- Engage in the day-to-day grind of support queues, providing timely and effective assistance to customers with a focus on issue resolution and customer satisfaction
- Become an expert on how Front works and its day-to-day usage
- Respond to customer support inquiries and monitor the incoming conversations in all of our support channels (email, live chat)
- Debugging and testing product features and reporting them to product and engineering
- Identify common customer challenges and proactively find ways to improve our product and processes
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