Customer Support Specialist
S
ScramblyRewarded advertising
Kyiv, Ukraine, Kyiv timeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English (B2 or better)
- Experience
- At least 1 year
- Required Skills
- TroubleshootingTechnical supportCRMCustomer support
Requirements
- Strong written communication skills (B2 or better in English).
- Flexibility to work in shifts, including weekends and holidays.
- Effective time management skills.
- Strong communication and interpersonal skills.
- Exceptional attention to detail.
- Reliable internet connection and appropriate home office setup.
- Great adaptability skills.
- At least 1 year of proven experience in customer support.
- Experience working with CRM, admin panels, Freshdesk, Retool, or Affise.
- Knowledge of basic troubleshooting methodologies.
- Experience in a metrics-driven environment with exposure to CSAT, NPS, FCR, and AHT.
Responsibilities
- Deliver exceptional customer support across live chat, email, and social media.
- Maintain First Contact Resolution (FCR) excellence.
- Ensure all communications adhere to Tone of Voice guidelines.
- Proactively identify and escalate complex cases.
- Maintain accurate case documentation in CRM systems.
- Collaborate cross-functionally with Product, Operations, and QA teams.
- Meet and exceed KPIs including CSAT, response time, and resolution time.
- Contribute to knowledge base development and documentation.
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