Position: Support Manager / Chat Agent
Company: DNA325
Category: Support
Experience required: 1y
English level: upper

Responsibilities:
- Increase customer satisfaction and loyalty by providing a personal customer experience;
- Respond to and resolve customer questions via online chat and emails in an effective and timely manner;
- Help and provide guidance with pre-sale & billing inquiries and configuration requests;
- Act as a customer advocate while assisting with technical questions and challenges and communicating with developers, QA specialists, and product managers;
- Assist with product installations and post-sale configuration requests according to customers’ business needs;
- Collect and analyze feedback from customers to make ongoing issues’ - reports;
- Participate in creating FAQs, user guides and other documents.

Requirements:
- Excellent communication skills in the English language (Upper-Intermediate or higher);
- Fast typing skills within the English keyboard layout;
- Ability to work in shifts (morning and afternoon shifts: working hours will start at 9 AM or at 3:00 PM accordingly);
- Readiness to soak up a wealth of information quickly;
- Passion for working with people;
- Self-organization, responsibility, and honesty are a must.
- Optional requirements (if you have these skills, it will be a plus):
- Customer care and support or online chat experience;
- Basic knowledge of or a high degree of interest in HTML, CSS, Databases, PHP and other similar technologies would be a plus;
- Basic understanding of the e-commerce area.

Work culture and schedule:
- Open-minded executives and respectful relationships inside the team;
- Full time (8 hours of work per day and 40 hours per week). Morning and afternoon shifts: working hours will start at 9 AM or at 3:00 PM accordingly. No night shifts at the moment, but they might be added in the future;
- Schedule based on the shift system (within a month, there will be one working Saturday and one working Sunday).