Position: Customer Support Representative (French)
Company: Helpware
Category: Support
Experience required: 1y
English level: upper
Published: 2020-12-01T00:00:00+02:00

**Primary Responsibilities:**

 - Will answer emails, and chat queries. Will add phones queries at a later stage
 - Investigating customer service issues 
 - Resolving customer service situations using appropriate tools and accommodations
 - Create self-service contents
 - Update support knowledge base
 - Write scripts and templates
 - Escalate complicated tickets
 - Collect bug reports and feature requests 
 - Maintaining a positive and professional attitude toward customers at all times
 - Responding promptly to customer inquiries
 - Communicating with customers through various channels
 - Acknowledging and resolving customer complaints
 - Knowing our products inside and out so that you can answer questions
 - Processing orders, forms, applications and requests
 - Keeping records of customer interactions, transactions, comments and complaints
 - Communicating and coordinating with colleagues as necessary
 - Providing feedback on the efficiency of the customer service process
  - Ensure customer satisfaction and provide professional customer support 
 - Engage customers with Meliorism emails/accounts and logo on emails.
 
**What you will need to be successful:**
 
- Task efficient
 - Critical thinker
 - You like to have fun
 - Business analytical
 - Meet tight deadlines
 - Work under pressure
 - Solid Technical knowledge
 - Strong work ethic
 - Independent and self-motivated
 - Naturally Energetic and Enthusiastic especially when it comes to people and you

**Qualifications:**

 - Open to working with a flexible schedule (from Tuesday to Saturday 5 PM - 2 AM ).
 - Fluent in both written and spoken English/French.
 - Native speakers definitely a plus.
 - With at least 1 year of Customer Support Experience (experience with tickets and live chats).
 - Proficient in using Zendesk, LiveChat, CRM and other customer support tools (Navigation and testing skills).
 - Able to analyse and solve technical problems related to client products by investigating potential solutions using troubleshooting skills.
 - With excellent problem-solving skills – understand the issues/concerns of the customers.
 - With great documentation skills.
 - Dedicated and committed to learn product knowledge and help the team by being pro-active.
 - Able to learn new products and technologies.
 - Able to work effectively in situations characterized by continual change.
 - Excellent written communication and customer handling skills.
 - Excellent listening and multitasking skills.
 - Has good organizational skills and keen attention to detail.
 - Able to work under pressure.
 - Can adapt to inevitable changes around the workplace.
 - Able to deal professionally with demanding customers.
 - Can show empathy for customers / common sense.
 - Adherence to daily/weekly/monthly KPI’s to achieve client satisfaction.
 - Has working knowledge of PC architecture/technology, Web and mobile applications

**We Offer:**

- Downtown Kyiv location in a modern office (10-minute walk from Kontraktova); 
- Office work/Full time remote
- Competitive compensation linked to UAH/USD rate;
- Medical and Life insurance after the trial period;
- English classes with a native speaker;
- Schedule from Tuesday to Saturday 5:00 PM - 02:00 (Kyiv Time)
- Corporate training and parties.