Customer Support Specialist
New
S
ScramblyAdtech
Tbilisi, Tbilisi, Georgia. Chișinău, Chisinau, Moldova. Sofia, Sofia City Province, Bulgaria, Kyiv timeFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- English (B2 or better)
- Experience
- At least 1 year of proven experience working in customer support (nice to have)
- Required Skills
- Time ManagementWritten communicationInterpersonal skillsTroubleshootingCRMCustomer support
Requirements
- Strong written communication skills (English B2 or better).
- Flexibility to work in 4/2 rotation shifts, including weekends and holidays.
- Effective time management skills.
- Strong communication and interpersonal skills.
- Ability to communicate technical information in a user-friendly way.
- Exceptional attention to detail and accuracy.
- Reliable internet connection and appropriate home office setup.
- Experience adjusting to high-volume support periods.
- 1 year of experience in customer support (nice to have).
- Familiarity with CRM, admin panels, Freshdesk, Retool, or Affise (nice to have).
- Knowledge of troubleshooting methodologies (nice to have).
- Experience in a metrics-driven environment (CSAT, NPS, FCR, AHT) (nice to have).
Responsibilities
- Deliver exceptional customer support across live chat, email, and social media platforms.
- Maintain First Contact Resolution (FCR) excellence by providing accurate, complete solutions.
- Ensure all communications adhere to Tone of Voice guidelines and quality standards.
- Proactively identify and escalate complex cases or emerging issues.
- Manage individual support projects, process improvements, and documentation updates.
- 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.
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