Position: Senior Customer Support Representative
Company: SD Solutions
Category: Support
Experience required: 3y
English level: fluent

Job Responsibilities:

-Help the team leader from Israel to manage the team of customer support in Ukraine, maintaining a positive environment centered around deepening customer loyalty through top-tier customer service.
-Assess and strengthen the performance of individual customer support platforms (i.e., email, live chat).
-Provide guidance around handling internal, cross-functional, and user issues.
-Providing help and answers to the customer’s billing, payments, refunds and general service issues through the identification of the problem itself, research on answers and subsequent provision of guidance via phone, email, mail, or social media
-Responsible to update all relevant systems regarding payment
Generate weekly reports on service levels, and payment issues

Desired skills and experience

-Experience managing a customer support team of at least 2 people.
-Significant experience with consumer-facing technical troubleshooting (e.g., browser compatibility, site bugs, user bugs, issue reports), especially for users who are not particularly tech-savvy.
-Comfort with and confidence in investigating customer issues firsthand.
-Mother tongue verbal and written English skills required
-Excellent verbal & written communication skills
-High customer and service orientation
-Excellent organizational skills
-Ability to work in a fast-paced environment and deliver materials in strict timelines
-Team player who is flexible and able to multi-task
-Experience with Zendesk platform

5 days a week, full time- 9 hours per day.


About project
Smilebox is a digital b2c platform for creating online invitations, eCards, Stickers, and more.
As a subsidiary of Perion Network Ltd. (PERI), we have the drive of a NASDAQ listed company, but the culture of a fast-growing startup. We value hard work, initiative, and creativity and as a team we’re fun-spirited, energetic, and always full of ideas.
https://www.smilebox.com/