Position: Customer Support Representative
Company: Alcor
Category: Support
Experience required: 1y
English level: fluent
Published: 2021-04-01T00:00:00+03:00

Key requirements:
— Excellent written and verbal communication skills in English
— Good understanding of Information Systems at the user and corporate level
— Minimum 1-year experience in a Helpdesk or Support Role
— Good problem-solving skills
— Good client-facing skills


Will be plus:
— Salesforce ServiceCloud, Helpshift knowledge is an advantage
— Experience in B2C product support
— Familiarity with tolling industry or mobile app support
— Additional language proficiency in Spanish a major plus


Duties and responsibilities:
— Provide daily support via chat and email to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
— Perform back-office tasks such as processing transaction disputes, rejected transactions, responding to social media, app store reviews, and customer feedback.
— Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
— Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals, and troubleshooting procedures.
— Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
— Maintaining a positive, empathetic, and professional attitude toward customers at all times.
 

We offer:
Schedule (Kyiv Time):
Saturday-Sunday — 22 pm — 6 am (GMT+2)
Monday, Thursday, Friday — 22 pm — 6 am (GMT+2)
Tuesday, Wednesday — days-off

— Competitive salary
— The ability to focus on your work: a lack of bureaucracy and micromanagement
— Ability to work remotely
— Paid vacation (24 working days) and sick leaves
— VIP Medical insurance
— English speaking club with a native speaker.

IT experience is not required.

Want to join us? Submit your CV in English - we're waiting to hear from you :)