Customer Support Specialist
New
S
ScramblyAdTech
Kyiv, Ukraine, Kyiv timeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 1 year of proven experience working in customer support
- Required Skills
- Time ManagementWritten communicationTroubleshootingTechnical supportCRMCustomer support
Requirements
- 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
- Exceptional attention to detail and accuracy
- 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 and admin panels
- Knowledge of basic troubleshooting and technical support fundamentals
- Previous experience in a metrics-driven environment with exposure to KPIs like CSAT, NPS, FCR, and AHT
Responsibilities
- Deliver exceptional customer support across multiple channels including live chat, email, and social media platforms
- Maintain First Contact Resolution (FCR) excellence
- Ensure communications adhere to Tone of Voice guidelines
- Identify and escalate complex cases or emerging issues
- 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 KPIs including CSAT and quality metrics
- Contribute to knowledge base development and documentation
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