Position: Technical Support Specialist
Company: WiFi Map
Experience required: 2y
English level: upper

Job Description

As a Technical Support Specialist, you will help us create and evolve the most advanced self-service mechanism to take our users' experience to the next level.

What you’ll do
- Build and improve flows of our chatbots (Intercom).
- Expand the knowledge base in our Help Center.
- Take an active part in the implementation of an auto-response mechanism for reviews on the stores.
- Localize self-service content.
- Communicate with customers from all over the world via chat.
- Escalating unresolved problems.
- Processing refunds and cancellations.
- Find new ways to improve the quality of our support and application as a whole.
Qualifications:
- Fluent/advanced English (another language would be a big plus)
- 2+ years of experience in Customer Support.
- Experience with Help Desk (Zendesk/Intercom, etc)
- Experience with an answerbot, decision tree, or rule-based chatbot.
- Experience with live chat queries.
- Strong writing, editing, and analytical skills.
- Experience with HTML coding is a plus.