Position: Customer Support
Category: Support
English level: upper
Years of experience: 3


3 years as a Customer Support Representative and Shift Manager:
 
- L1/L2 support 
- excellent knowledge of the SaaS system
- replying to customers' complaints or requests via chat, email, and calls (Freshdesk/Freshchat/Crisp)
- troubleshoot issues on the spot/advanced troubleshooting/resolution
- root cause analysis
- further investigation of the issues, involving operators and the dev team (Phabricator/Jetbrains Space)
- handling emails/calls with complex issues
- tasks management and prioritizing (Trello)
- creating and editing reports (Excel)
- training candidates
- team calls and meetings
- work in night shifts

Languages:
Ukrainian - Native
English - Upper-Intermediate
German - Pre-Intermediate