Technical Support
Support
Technical Support
Support
Marszałkowska, Warszawa
Flairstech
Undetermined
Mandate
Mid
Office
1 248 - 1 664 USD
Gross per month - MandateJob description
Job Description:
- Support customers via chat, phone, email, or ticketing system.
- Basic troubleshooting of Software/Application issues
- Handle high-level application usage or How-to questions
- Ticket escalation to relevant teams
- Follow up on customer requests
- Provide a high level of service to customers and adhere to company SLA policies for response and resolution times.
- Identify and implement workarounds for customer incidents
- Implement bug fixes and patches to both new and legacy parts of the platform
- Proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve them
Requirements:
- Excellent Communication Skills & English.
- Experience using Zendesk in a support environment
- Flexible with working on rotational shifts mainly US time (Mid/Late Warsaw Time)/ Including some weekend rotational shifts.
- Demonstrable experience of providing excellent customer service/support
- Experience responding to customers by monitoring support queues and owning all comms
- Demonstrable incident/problem management experience
- Experience troubleshooting front-end platform issues
- Experience escalating tickets and working with engineering teams
- Some knowledge with Unify or Engage a huge plus
- Familiarity with SQL a huge plus
- Graduates only are welcome to apply
Tech stack
Customer Support
Troubleshooting
SQL
Communication Skills
English
Office location
Published: 06.04.2021
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