Position: Customer Support Manager
Company: Houston Software Pty Ltd
Category: Support
Experience required: 1y
English level: intermediate

We are looking for an enthusiastic and customer focused person.
We expect the successful candidate to be highly self-motivated, enthusiastic, think creatively and outside the box.
Ideally the successful candidate will have evidence of self learning and external hobbies and personal development.

What you bring:
— 6 months minimum in a technical customer success/support role
— Intermediate English (written/spoken)
Skills:
— Minimum junior software development skills.
— Understanding of basic programming concepts.
— Understanding of how to read, research APIs.
— Understanding of typical integration processes.
— Confident and clear communicator.
— Quick learner.
— Self motivated and self organised.
— Customer centric/service oriented.

Nice to Have:
— Excellent English.
— Experience with customer support systems.
— Understanding of basic payments concepts including.
— PCI Compliance.
— Gateways and alternative payment methods.
— Has built out customer support processes and supported broader and growing teams from a management perspective.

Your skills and experience are very important for us but your personal qualities will play a key role in obtaining the desired vacancy.

Role&Responsibilities:
— Providing a great customer experience!
— Responding to customer enquiries via:
a. Helpscout support ticketing system.
b. Live Chat tool
c. Phone
— Working towards solutions with customers in the most timely manner.
— Problem-solving and triaging customer queries independently.
— Liaising with, and escalating to, the development team where necessary.
— Continuously building out the client helpdesk by writing FAQ articles, taking
screenshots and recording screen videos.
— Always looking for ways to improve remote-working and support team processes and
systems.
— Working closely with the Business Analyst and Product team to onboard clients.
— Account manage and support client’s most valued clients on an ongoing basis.
— Ad hoc support to the wider team with inbound sales enquiries.
— Supporting client’s marketing and media efforts by sharing, commenting and liking
collateral produced by the client PR team.
— You will be expected to be willing to occasionally assist out of standard office hours to support important clients - as we do support customers around the world.

Being a member of Houston means:
— Plenty of opportunities for learning and continued growth in your career (paid conferences, trainings and master classes, because we’re always hungry for more).
— Experience in long-term projects and an opportunity to make a successful change in your career within our company.
— Home atmosphere: working with us you will feel like at home — cozy, quiet, surrounded by care and warmth, we treat each other as a family.
— Flexible Work Schedule (24-hour access to the office).
— Business and vacation hours are flexible. Basically, if you bring your best and work hard, we'll be flexible and help you live the best life you can, both at work and at home.
— Long-term cooperation: we are very proud of people who have come to us and have stayed with us; We are sure our presence in social media will provide you more information about our team.
— Based on trust: we believe the trust impacts business results. And we know that all our guys are responsible for their projects, timing and quality of implementation.
— Once a year, we offer you a chance to be promoted to “new professional level”.
— We are in the centre of Kharkiv. Our office is just at 150 HR paces from the exit of Naukova underground station.
— Fully paid English classes.
— Delicious coffee and heartfelt talk in the morning — the main component of our productive day.
— Corporate parties.
By coming to us, your interview will pass with “minimal stress”:
— Interview won’t take you too much time (usually, it takes less than an hour).
— There is an opportunity to choose a convenient time for your interview during the working day.

Thank you for considering a career with HoustonApps!

About project:
We provide a sophisticated payment solution to online merchants who want to increase profit and flexibility in their payment solution. We work with large retailers, exciting business platforms and large Not-For-Profits. Our teams are located internationally across London, Kharkiv and Sydney. You will need to have a reasonably strong understanding of online products and technology in general.

We expect you to be hungry to grow your career, have a desire to learn, listen and help others succeed. You will be responsible for responding to client requests via our support ticketing tool (HelpScout), live chat and/or phone calls when necessary, ensuring our customers have a world-class experience interacting with us.

We also expect you to be a problem solver. You will need to be able to listen to customer requirements and problems, document them clearly and be able to communicate with the broader product team and help come up with solutions. Where necessary you will need to think creatively to help our customers succeed.

You will have the opportunity to work with global leaders, payment service providers and technology vendors across Europe, Australasia, Asia and other markets.