Responsibilities
- Respond to customer and B2B partners queries in a timely and accurate way
- Identify customer needs and help customers use specific features
- Handling all requests through various sources – calls, emails, chat, tickets, or internal systems
- Full ownership of the whole process around our B2B partners' requests and ensure the solution delivery with the highest standards within the targeted SLAs/KPIs
- Analyze and report product malfunctions
- Update our internal databases with information about technical issues and useful discussions with customers
- Inform customers about new features and functionalities
- Follow up with customers to ensure their issues are resolved
- Gather customer feedback and share with internal stakeholders
- Assist in creating new and help improve existing operational processes and procedures
- Assist in training for the future Customer Support Representatives
- Provide daily and weekly reports to the Manager
Requirements
- Fluent English and Russian languages
- BSc in Information Technology, relevant diploma or equivalent experience
- Experience as a Customer Support Specialist or similar CS role
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Experience with support ticketing systems
- Excellent communication and problem-solving skills
Your Profile
- Patience when handling tough cases
- Multi-tasking abilities
- Familiarity with our industry is a plus
Company offers
- Competitive salary
- Career opportunities
- Supportive and caring Leadership
- A modern office in the center of Tallinn
- A chance to work as part of a highly motivated and talented team
- Referral program
- Stebby
- Team building and Company Events
- Free parking
