Position: ChatBot Specialist
Company: CEX.IO LABS
Category: Support
Experience required: 1y
English level: upper

Requirements

Experience in the deployment and creation of chatbots which deflect contact with human agents; 
Experience with analytical systems (BI, CRM);
Working experience in customer support more than 2 years;
Expert knowledge of all the processes and procedures, duties and responsibilities within Customer Support;
Expert Knowledge of Intercom ( or similar such as Egain, Zendesk, Freshdesk) etc and analytics;
Expert knowledge of Excel tools (charts, pivot tables, macros);
Excellent presentation skills;
Systematization and decomposition skills;
Skills in complex problem solving, judgment, critical thinking and decision making;
Ability to be highly organized with an emphasis on accuracy and timeliness;
Ability to organize information and have attention to detail and accurately follow procedures;
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time;
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, including being sensitive to professional ethics.


Responsibilities

Data analysis, identification of trends and patterns for the purpose of KPIs' management;
Development, updating and monitoring reporting tools against efficiency indicators;
Participation in implementation and changing processes in order to improve the quantitative traits of customer service as well as for efficient use of department resources;
Preparation of monthly working schedule, JIRA's and accounts for newcomers
Providing analytical support for special projects related to the Customer Support Department;
Cooperation with marketing and support divisions in order to keep Intercom bot up to date;
Analyzing bot productivity and seeking ways on how to improve results and overall customer experience within communication with bot;
Performs any other related duties as required or assigned.