Position: Customer Support Specialist (product pdfFiller)
Company: AirSlate
Category: Support
Experience required: 1y
English level: upper
Published: 2022-06-01T00:00:00+03:00

Working Schedule:
from 12:00 pm to 21:00 pm (mainly: calls, but also we have there: tickets and chats)
Solving billing problems

The Weekends :
Or Friday/Saturday
Or Sunday/Monday
Customers - mainly: US Market

You must be efficient, detail-oriented and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. 
Your typical day will start with US prime time and will be filled with monitoring a ticket queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

**Required skills:**
— Experience 1+ year on a Support Specialist position in IT company;
— Customer service skills and passion for helping others;
— Fluent English, excellent grammar and writing skills;
— Excellent communications skills;
— Technical background is a plus;
— Flexibility in work hours to accommodate US market.

**Tasks and responsibilities:**
— Resolving all types of support issues received via ticketing system, chat or phone;
— Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner;
— Supports customers by providing helpful information, answering questions, and responding to complaints;
— Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
— Manage large amounts of incoming inquiries;
— Identify and assess customers’ needs to achieve satisfaction;
— Build sustainable relationships of trust through open and interactive communication;
— Meet personal/team targets;
— Follow communication procedures, guidelines and policies;
— Go the extra mile to engage customers.

**What we offer:**
— Full or partial remote work. However, our Kyiv office will be open as soon as it is safe. 
— Growth opportunities for every employee with a budget that can be spent on courses, conferences, and events to help you grow and succeed in your career.
— Monthly performance bonuses that reward employee achievements, time, and effort dedicated to the company.
— Open communication with top management empowers every employee to share their thoughts and speak with our CEO, anyone from our leadership team, or other team leads at any time. 
— airSlate charity program: the company doubles all donations made by airSlaters.
— Paid English lessons from your first working day.
— Paid vacation (16 working days during your first year at airSlate and 24 days after your first year).
— Full health care coverage for all employees.
— Paid sick leave with a medical certificate / 5 paid sick days per year without a medical certificate. But please stay healthy — vacations are much more enjoyable.
— Employee stock option contract after 1.5 years at the company. 
— airSlate Care — we donate 1% of our time and resources to support and develop charitable projects.

**After OUR VICTORY, the following will be reintroduced:**
— Our Kyiv office will be reopened.
— Free lunches delivered straight to the office.
— Regular athletic activities - yoga, jiu-jitsu, and TRX classes.
— Full-time massage therapist in the office.
— Book Box — order books in Ukrainian or English through the sharing economy.
— airSlate Delivery — every two weeks, every team member receives useful gifts from the company.
— airSlate Kids Club — educational online and offline events for children of employees.