Support Agent
New
B
BoostaCognitive training
Remote, Europe; Remote, UkraineContractJunior
Salary not disclosed
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Job Details
- Languages
- English (critically important): your level is from B1+ (Upper Intermediate) to B2+ and above. You communicate fluently and accurately in writing (email).
- Experience
- Hands-on experience from 3 months to 1+ year in Customer/Technical Support, sales (especially for the English-speaking market), or customer retention.
- Required Skills
- TroubleshootingTechnical supportCustomer support
Requirements
- Have English proficiency from B1+ to B2+ and above.
- Communicate fluently and accurately in written English by email.
- Have 3 months to 1+ year of hands-on experience in Customer Support, Technical Support, sales, or customer retention.
- Be able to learn product support processes quickly.
- Gather detailed information from users and escalate bug reports to technical, product, or legal departments.
- Have experience maintaining work documents and working with macros or templates.
- Be able to suggest improvements to support documentation and templates.
- Be available to work night shifts on a 2/2 schedule.
Responsibilities
- Handle incoming user requests from around the world via email.
- Meet team and individual performance metrics, including First Response Time, Resolution Time, and CSAT.
- Learn product processes and gather details on complex requests.
- Escalate bug reports to technical support, product, or legal departments.
- Process and issue user refunds through payment systems.
- Identify service weaknesses and help create and edit support macros.
- Test and launch support tools to improve the customer experience.
- Maintain internal work documentation and meet regularly with the Team Lead and team.
- Work a 2/2 shift schedule to provide continuous support.
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