Position: Customer Support Team Lead | Senior Customer Support Agent
Category: Support
English level: fluent
Years of experience: 3

-Being there for new team members 24/7 
-Successfully supporting 5 completely different products in two languages (English and German)
-Being on a call with a customer for 1h13m helping them with an unusual technical issue while making sure the conversation stays positive and calm
-Leading support team of 6
-Being proactive, proposing new processes and enchanting the old ones
-Working on a few projects at the same time (SaaS mostly)
-Providing technical support via phone, chats and emails 24/7
-Experience in working on several projects at the same time
-Experience with different support platforms (Zendesk, Freshdesk, Intercom, Aircall, Salesforce)
-Onboarding new team members
-Assessing the work process of the team and creating reports 
-Creating tests and pieces of training to improve the quality 
-Testing iOS and Android applications on a basic level
-Constant work with FAQ and Knowledge bases 
-Editing templates in 2 languages
-Consulting other team members without being in a lead role
Flexible schedule would be appreciated but not a must