Customer Experience Specialist
S
SmartcatLanguage AI SaaS
Location: Georgia - Remote; Portugal - Remote; Serbia - Remote; Spain - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- PythonRESTful APIsJSONCustomer supportZendesk
Requirements
- Must have or practice consistently the values of customer obsession, empathy, ownership, and openness.
- Excellent written and spoken English communication skills
- Basic knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
- Experience with localization and translation is a plus
- Possess exceptional troubleshooting and problem-solving skills
- Readiness to work in a highly intense startup environment
- Openness to constructive feedback and the opinions and ideas of others
Responsibilities
- Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
- Engage with customers via tickets during respective shifts
- Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours
- Brainstorm and troubleshoot complex issues
- Develop and maintain documentation for the user's help center and internal usage
- Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
- Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams
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