Position: Customer Support
Company: Innocode
Category: Support
Experience required: 2y
English level: fluent

**As a Customer Care Expert, you will:**

• Provide care to our users through Intercom chat and email
• Develop and maintain positive customer relationships and satisfaction
• Represent our user voice to other teams such as product teams, marketing and R&D
• Onboard new customers and collect needed information for setup
• Develop Innocode’s Knowledge Base and user manuals
• Create tickets to engineers for investigation of technical issues if any, or product team if it’s a valid request.
• Update customers that are waiting for the status of open support or feature request.
• Make an impact on the way we support our users by improving our flows to ensure their experience is the best possible
• Analyse your workload, types of activities, and be proactive in reorganising your work, for example automating manual tasks
 
**About you:**

• Fluency in speaking and writing in English (not less than B2 level)
• 2+ years of experience in a customer support role in the IT industry (experience in B2B will be a pluss)
• Experience with using JIRA/Confluence and any support tool (Intercom, Zendesk or else).
• Excellent people skills, including patience and the ability to explain technical concepts to non-technical end-users in a clear and understandable way.
• Able to multitask and work through problems independently.
• Self-organised, proactive and able to work with a little supervision
• Eager to explore new technologies and learn new concepts