Support Manager
New
F
FlipperConsumer Electronics
Global RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Russian (native), English (B2 or higher)
- Experience
- 1.5+ years of experience in Technical Support
- Required Skills
- JiraTechnical supportCustomer supportZendesk
Requirements
- 1.5+ years of experience in Technical Support
- Experience with ticketing systems (Zendesk is highly preferred)
- Strong skills in investigating client issues and gathering detailed information for escalation
- Strong customer orientation and empathy
- Stress resistance and the ability to handle negativity constructively
- Attention to detail
- Excellent written communication skills
- Ability to work independently, search for information, and make decisions proactively
- Russian (native)
- English (B2 or higher)
Responsibilities
- Handle user inquiries across multiple channels (e-mail, with potential expansion to online chats in the future)
- Investigate user incidents thoroughly to identify root causes and provide accurate solutions
- Escalate critical problems, bug reports, and corner cases to the relevant cross-functional teams (development, logistics, etc.)
- Manage product returns and replacements, ensuring a smooth and transparent process for the user
- Collect and structure user feedback to help improve our products and documentation
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