Customer Support Specialist
New
S
ScramblyAdtech
Tbilisi, Tbilisi, Georgia. Chișinău, Chisinau, Moldova, Kyiv timeFull-TimeEntry
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 (preferred)
- Required Skills
- Time ManagementWritten communicationTechnical supportCRMCustomer support
Requirements
- Strong written communication skills (B2 level or better).
- Flexibility to work in shifts, including weekends and holidays.
- Effective time management 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.
- Adaptability to high-volume support periods and evolving product updates.
- At least 1 year of proven experience working in customer support (nice to have).
- Experience with CRM and admin panels such as Freshdesk, Retool, or Affise (nice to have).
- Knowledge of basic troubleshooting methodologies and technical support fundamentals (nice to have).
- Experience in a metrics-driven environment with exposure to CSAT, NPS, FCR, and 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 customer communications adhere to Tone of Voice guidelines and brand standards.
- Proactively identify and escalate complex cases or emerging issues to appropriate teams.
- 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, response time, and resolution time.
- Contribute to knowledge base development by creating clear documentation.
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