Customer Support Specialist (REMOTE)

We are Futuremedia, an established digital company with a tradition of developing and scaling highly competitive, high-traffic SaaS products used by millions of people and businesses worldwide. Our team of professionals is at the forefront of technology, continually pushing boundaries to achieve excellence and success in the dynamic digital landscape. As our Customer Support Specialist, you will report to the Head of Customer Support. You will be interacting with our customers on a daily basis while making sure customer satisfaction is at the highest levels. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle, focusing on quality, customer satisfaction, and efficiency. This is a perfect role for someone who has minimum 2 to 3 years of experience in customer support or a client-facing role. We are looking for someone who loves helping people and is excited about the opportunity to work in a young, fast-growing company. Responsibilities:

• Provide technical and billing support to users through live chat and email
• Investigate user problems and prepare escalations or bug reports
• Gather and report user's feedback and product improvements
• Handle payment related operations
• Learn and document information about users
• Establish personal relationships with customers
• Assist with the internal and external documentation

Requirements

• 2-3 years of remote/hybrid experience in Customer Support
• Proven experience in Technical Support is a big plus
• Flexible in working hours. Being able to work in the morning, evening, and weekends
• Previous experience in compiling documentation (internal or external)
• Analytical and troubleshooting skills (experience in resolving complicated issues that require strong ownership, personal investigation, and cooperation with different teams)
• Experience in working with CS tools such as: Jira, Confluence, Zendesk or similar emailing tools
• Understands what KPIs were used in the past roles and what was his/her measured level of performance
• Previous experience in handling issues via TeamViewer
• Knows or wants to learn new technology, for example, some programming language
• Work experience in copywriting
• Willingness to work on chats
• Willingness to work in shifts (morning, evening, and weekends)

Benefits

• Long term, full time position
• 22 days of paid annual leave per year
• Work on digital products generating millions of visitors monthly
• Flexible hours
• Work from home