Customer Support Specialist
S
ScramblyRewarded Advertising
UkraineFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 1 year
- Required Skills
- CRM
Requirements
- English: Strong written communication skills (B2 or better)
- Flexibility to work in shifts, including weekends and holidays
- Effective time management skills
- Strong communication and interpersonal skills
- Ability to communicate technical information in an easy-to-understand, user-friendly way
- Exceptional attention to detail and accuracy in all customer communications and documentation
- Reliable internet connection and appropriate home office setup for remote work
- Great adaptability skills, with experience adjusting to high-volume support periods and evolving product updates
- At least 1 year of proven experience working in customer support
- Experience working efficiently with CRM, admin panel and others (Freshdesk, Retool, Affise, etc.)
- Knowledge of basic troubleshooting methodologies and technical support fundamentals
- Previous experience in a metrics-driven environment with exposure to KPIs like CSAT, NPS, FCR, and AHT
- Experience working in international or multicultural teams
Responsibilities
- Deliver exceptional customer support across multiple channels including live chat, email, and social media platforms
- Maintain First Contact Resolution (FCR) excellence by providing accurate, complete solutions
- Ensure all customer communications strictly adhere to the company's Tone of Voice guidelines and brand standards
- Provide responses that are accurate, compliant with company policies, and aligned with current procedures and quality guidelines
- Proactively identify and escalate complex cases or emerging issues to appropriate teams
- Take full ownership of assigned support cases from initial contact through resolution
- Manage and execute individual support operations projects
- Maintain detailed and accurate case documentation in CRM systems
- Collaborate cross-functionally with Product, Operations, and Quality Assurance teams
- Meet and exceed key performance indicators (KPIs) including response time, resolution time, customer satisfaction scores (CSAT), and quality assurance (QA) metrics
- Stay current with product knowledge, policy updates, and industry best practices
- Contribute to knowledge base development by identifying gaps and creating helpful documentation
- Participate in team meetings, provide constructive feedback, and support continuous improvement initiatives
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