Position: Support Specialist
Company: Unicount OÜ
Category: Support
Experience required: 1y
English level: upper

We are looking for a Support Specialist to join our Estonian team online. You will be joining a remote team serving remote e-resident founders across the globe.

Support Specialist job brief

Unicount offers super easy company formation and virtual office service in Estonia through a self-service online portal. Service is available to Estonian residents and e-residents, having Estonian government-issued digital identity and status that provides access to Estonia’s digital business environment.

We believe that company formation should be as simple as registering a domain. Unicount makes online company formation easy for Estonian digital ID holders.

We are looking for a Support Specialist to join our team. You will be joining a remote team serving remote founders across the globe.

You will be responsible for assisting our clients on our online channels, improving conversion rate and guaranteeing a high Client satisfaction score. Your duties will also include collecting and processing Client feedback to raise tasks with marketing and IT teams to improve our user experience and online presence.

Our ideal candidate is a dedicated professional with demonstrable communication skills. As a Support Specialist, you should perform well in difficult conversations and always be kind and solution-oriented. If you are also interested in user experience design and support content creation, we would like to interview you.

Ultimately, you should be able to resolve any of our Ukrainian, Russian, or English language support tickets to ensure a high Client satisfaction score and conversion rate.

Responsibilities
● Serve clients during office hours (9 AM to 5 PM EET)
● Collaborate with operations, marketing, accounting, and IT teams to determine and execute relevant tasks
● Ensure compliance with legal and ethical guidelines
●  Provide prompt and professional responses to client inquiries and support tickets via various online channels, such as email, chat, phone, and social media.
●  Collaborate with the team to identify and report bugs, system errors, or user interface issues for prompt resolution.
●  Continuously update and maintain support articles and documentation for clients, ensuring accurate and up-to-date information.
●  Actively contribute to the improvement of support processes and workflows, suggesting ideas for streamlining and enhancing the overall support experience.
●  Monitor client feedback and sentiment, identifying trends and areas for improvement, and communicating insights to relevant teams.
●  Assist with client onboarding and provide guidance on utilizing our self-service online portal and company formation process.
●  Provide timely and accurate translations between the English-Ukrainian and English-Russian language pairs.

Requirements
● Good computer and internet skills
● Excellent written communication skills in Ukrainian, Russian, and English
● Proactive approach and passion for finding solutions
● Strong attention to detail and accuracy
● Good organizational skills and ability to work independently in a remote setting
● Availability from Monday to Friday during office hours