Position: Chatbot & Support Automation Specialist
Company: DMarket
Category: Support
Experience required: 2y
English level: upper

Required skills

— 2+ years of experience in customer facing roles;
— 1+ years of business analysis experience;
— Successful implementation of customer queries automations (including user segmentation, chat routing, setting up triggers for certain events) in chats and/or CRM systems; validated experience scripting conversational UI and chatbots preferred;
— Solid understanding of algorithms and data structures, as well as UX sensibility;
— Data analytics experience, root-cause analysis and problem solving;
— Time-management skills, responsibility and attentiveness are a must;
— Excellent communication skills (phone, written, and oral) and customer-oriented approach;
— Interested in gaming industry;
— Ability to multitask in a fast-paced startup environment;
— Upper-intermediate level of English;
— Ability to translate technical requirements into a language that non-technical team members can understand, and vice versa.

As a plus

— IT background: a university degree in Information Technology, Computer Science or related field, or equivalent work experience with system architecture and coding best practices;
— Basic copywriting ability for a variety of digital content, such as navigation labels, form field labels and messaging, error messages, contextual help messages, alert messages;
— Basics of recommendation algorithms used in e-commerce and advertising.

We offer

— Team of like-minded professionals;
— Insurance;
— Unique project with modern technologies;
— Perspective of career and financial growth;
— Free lunches;
— Paid English classes;
— Game room with chill-out zone, kicker, and gamepad;
— Computer club, VR;
— Coffee point with a real barista;
— Flexible timetable and modern office in the center of Kiev.

Responsibilities

— Lead, develop and test the chatbot conversational flows for solving customer’s problems and increasing customer satisfaction;
— Fill our chatbot with content in close collaboration with support, marketing and other company departments;
— Analyze the data collected, evaluate visitor behavior and trends over time to recommend improvements enhance the customer experience, anticipate the pain points and provide workarounds;
— Develop new processes/tasks/objects using core automation workflow principles that are efficient, scalable and maintainable;
— Take responsibility for project activities including work estimation, planning, and maintaining the quality;
— Quantify the efficiency gained (e.g., people-hour saved, reduction of manual errors), review and present data-driven results across key stakeholders on a regular basis.