Position: L1 Customer Support Representative
Company: Uproad
Category: Support
Experience required: 1y
English level: fluent

Uproad is a start-up company having the mission to deliver next-generation Mobile applications in the tolling domain for the US consumer market (B2C). Based on GPS location tracking, the app provides cutting edge user experience to pay for tolls, receive toll alerts, calculate toll pricing.

**Schedule:**
4 working days + 4 days off cycle.
Evening and night shifts (10h shift)

**Requirements:**

- Excellent written and verbal communication skills in English
- Good understanding of Information Systems at the user and corporate level
- Good problem-solving skills
- Good client-facing skills

**Will be a plus:**

- Salesforce ServiceCloud, Helpshift knowledge is an advantage
- Experience in B2C product support
- Familiarity with tolling industry or mobile app support
- Additional language proficiency in Spanish a major plus
- IT CSR background

**Responsibilities:**

- Provide daily support via chat and email to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
- Perform back office tasks such as processing transaction disputes, rejected transactions, responding to social media, app store reviews and customer feedback.
- Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
- Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals and troubleshooting procedures.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Maintaining a positive, empathetic and professional attitude toward customers at all times.

**We can offer:**

- Competitive salary
- The ability to focus on your work: a lack of bureaucracy and micromanagement;
- Ability to work remotely;
- Paid vacation (20 working days) and sick leaves;
- VIP Medical insurance (in Ukraine);
- English speaking club with native speaker;
- Corporate mental health support (individual therapeutic sessions with a specialist).