Support
Customer Support Specialist
About
As a Customer Support Specialist, you will be responsible for providing exceptional service to the company's clients through various customer support channels and contributing to initiatives aimed at enhancing the overall customer experience.
Remote, full-time
English B2
It's not only
click.
It's
poklyk
Poklyk is a product company specializing in developing and advancing our web and mobile applications, orderry.com / remonline.ua, remonline.app designed for SME automation. Our services empower businesses to streamline processes and embrace a more technological approach.
What we work with
-
Hurma, Slack, Google documents, Google Meet, JIRA, INTERCOM
Requirements
-
Minimum 1 year of experience in customer service or support
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English proficiency at level B2+
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Strong communication skills, both written and verbal
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Ability to collaborate effectively with cross-functional teams
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Problem-solving and analytical skills
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Service-oriented approach
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Growth mindset
Responsibilities
User Communication:
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Communicate with users, address inquiries, and resolve complaints through customer support tools via different channels: tickets, phone, and chat.
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Provide expert guidance to clients regarding the company's products and services.
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Investigate incidents related to product functionality and assist users in their resolution.
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Collaborate with cross-functional teams to ensure timely resolution of customer inquiries.
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Escalate complex or specialized requests to specialized teams or team members.
Support Processes improvement:
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Adhere to performance metrics standards, ensuring efficient work.
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Participate in the development and implementation of new or improved support processes to enhance productivity and service quality.
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Organize and participate in brainstorming sessions and meetings to discuss potential improvements.
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Identify opportunities for implementing innovative solutions and initiatives to improve service quality and customer satisfaction. Participate in the implementation of such initiatives.
Would be a plus
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Spanish proficiency at level B1+.
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Knowledge of other additional languages at level B1+.
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Advanced technical understanding or desire to dive deep into technical aspects would be a strong advantage (ex.: basic programming skills, data analytics and dashboard creation, understanding of webhooks and API integrations, etc.)
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Note: Candidates possessing experience or proficiency in the "Nice to haves" are viewed favorably, but these qualifications are not mandatory for the position.
frequently
asked questions_
{4}
everything
_
for our people
Remote/office
Remote / Office
Work in an office that is more convenient to get to – near Boryspilska metro station. Boryspilska metro station. We have electricity, heating and internet. We are waiting for you at our points of invincibility. But if you can work from home, please do.
Vacation
Vacation
You will have 18 working days of vacation + 10 paid sick days per year without providing sick leave. You will receive a review to analyze goals and objectives, 1-to-1 meetings with a team leader, and constant support from a tutor in any questions.
Rest
Recreation
We know how to relax! Usually, except for the New Year and the company's birthday, we play board games or organize a Friday Party on Fridays. We will definitely return to this after our Victory!
Parking
Parking lot
We have a place for your car in the business center parking lot. And if you ride a bike, leave it in the parking lot and don't worry.
Employment
No worries
Feel free to operate without unnecessary bureaucracy. We provide legal and accounting support as needed.
stages interviews
01.
30 minutes
Introduction
The recruiter and HR will share details about the product, processes and benefits. They will also get to know you and your expectations.
02.
60 minutes
Test task
We will send you a small test task to get to know your approach to work in more detail.
03.
60 minutes
Final interview
Final interview based on the results of the test and after which we will make a final decision on further cooperation
Актуальні
вакансії
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About
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Remote, full-time
Python 3.10
Celery
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2
Marketing
Product Marketing Manager
(North America)
About
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Remote, full-time
SaaS
English B2
...