Position: Customer Support Manager
Company: CloudMade
Category: Support
Experience required: 2y
English level: fluent
Published: 2021-06-01T00:00:00+03:00

ABOUT THE ROLE

•	Provide day to day client support using case management generated by multiple channels:
o	Ticketing system (Jira)
o	Emails (including feedback and troubleshooting)
o	Automated reports
•	Continuously deliver effective, high-quality service to clients, liaising with the Project Manager and the Team, as appropriate;
•	Adhere to operational processes, policies and documentary requirements;
•	Ensure all client and internal documentation is safely maintained and accessed, in accordance with GDPR and internal policies;
•	Maintain regular dialogue with other team members/leads, sharing learning experiences that enable clients to provide a consistently high-quality service;
•	Report, facilitate and track technical troubleshooting issues raised by clients and deliver solutions that follow internal policies;
•	Document changes or new solutions that other agents can use.

ABOUT YOU 
•	Solid communication skills and fluent English are crucial. You will be responsible for communicating with client representatives;
•	The ability to priorities multiple tasks;
•	You can take the initiative and also follow directions from your team;
•	Has proven tactful and diplomatic experience when working with confidential information;
•	Puts the client first, acting sympathetically to their needs, thereby strengthening the overall relationship;
•	Committed to working within the client's agreed values and framework;
•	Works with app logs; 
•	Knows how to process information (primary analysis and team reporting);
•	Documents incidents/cases and replies to customer requests;  
•	Have technical experience in a functional domain (automotive, B2B, mobile apps);
•	MS/BS degree in computing sciences or equivalent work experience.

NICE TO HAVE:
QA or customer service experience is a great advantage.