Customer Support Specialist
Support
Customer Support Specialist
Łódź
Type of work
Undetermined
Experience
Mid
Employment Type
B2B
Operating mode
Remote
Tech stack
Web Applications
Zendesk
Job description
Online interview
Customer Support Specialist
Operations | Remote working
Any location, Poland
Background
Ziflow’s mission is to be the company that leads the market for online proofing by delivering an unparalleled experience for our employees and customers. The Ziflow executive team have deep experience building and growing SaaS products for the marketing sector. They have successfully built software development and business operations teams in Poland, South Africa, and the United States.
This is a full-time, remote role. We believe strongly in work/life balance and encourage everyone to stay fresh and creative.
Our mantra is “Fast & Focused”. As a start-up we need to move quickly to capitalize on market opportunities, uncovering new channels for growth as efficiently as possible. We maintain a focus on solving a small number of customer problems well rather than trying to do too much.
The Role
This is a full-time, remote working role, so you can be based anywhere in Poland. You are going to work from 12.00 p.m. to 8.00 p.m. but you can do it from your home office, shared office space, a coffee shop or the beach, as long as you get the job done. We believe strongly in work/life balance and encourage everyone to stay fresh and creative.
Our support team will work directly with our amazing customers to help them get started with Ziflow, answer any and all of their product questions and liaise with the engineering and product teams.
We believe in providing our customers with the best customer service possible at all times and it’ll be part of your job to fulfill this.
Delight our customers and build long-lasting relationships!
- Become a Ziflow product expert - understand the product, pricing, systems and processes.
- Manage incoming emails (mainly) and phone calls escalating to other team members where necessary.
- Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
- Educate customers about new features and functionality.
- Provide outstanding customer service and maintain our 99% customer satisfaction levels.
- Track sales activity, customer communication, and customer data using our internal systems.
- Work closely with other Ziflow teams, including Technical, Account Management, Sales and Marketing.
Experience / Skills
- At least 1 year of experience in customer service and technical (software) support.
- Strong English communication skills - both written and spoken.
- Analytical mind and good problem solving skills.
- Patience, accuracy, openness and ingenuity.
- Capability to work under pressure.
- Ability to multitask, prioritize and complete workload.
- Both an independent worker and proactive team player.
Nice to have:
- Experience in the SaaS environment
- Experience with customer service software, preferably Zendesk
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