Customer Support Specialist
New
S
ScramblyAdTech
Kyiv, Ukraine. Tbilisi, Tbilisi, Georgia. Chișinău, Chisinau, Moldova. Istanbul, İstanbul, Turkey. Sofia, Sofia City Province, Bulgaria, Kyiv timeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1 year of proven experience
- Required Skills
- Time ManagementWritten communicationTroubleshootingCRMCustomer 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
- Reliable internet connection and appropriate home office setup
- Experience adjusting to high-volume support periods
- At least 1 year of proven experience working in customer support
- Experience working with CRM, admin panels (Freshdesk, Retool, 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 multiple channels including live chat, email, and social media platforms
- Maintain First Contact Resolution (FCR) excellence
- Ensure all customer communications strictly adhere to the company's Tone of Voice guidelines
- Proactively identify and escalate complex cases
- 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 CSAT and QA metrics
- Contribute to knowledge base development
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