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Mid LevelFull-timeRustAgileAPI
About the Role
We are looking for a Frontline Support Specialist to join our Customer Experience team. This part-time remote role serves as the first point of contact for customers, responsible for efficiently resolving technical and administrative issues while ensuring exceptional customer experiences.
Key Responsibilities
- →Handle incoming support requests via chat, email, phone, and other channels for effective troubleshooting and ticket resolution
- →Interact with team members, CX Team Leads, Account Management, Customer Delivery, Finance, Developers, and Partnerships teams to address customer issues
- →Provide maximum attentiveness during off hours and weekends to address urgent customer issues and escalations
- →Contribute to stellar customer experience through professional communication and efficient handling for all customers and partners
- →Take ownership of customer escalations and provide clear guidance for rapid resolution
- →Follow clear processes and procedures for professional and streamlined customer service
Requirements
- ✓Strong ownership skills to ensure high-quality and timely ticket follow-up and resolution
- ✓Excellent structure and organization abilities to handle workload efficiently using advanced CX management tools
- ✓Solid communication skills to handle complicated customer issues and emotions professionally
- ✓Adaptability to provide excellent customer experience on any communication channel at any time
- ✓Strong collaboration skills to work effectively across teams and foster positive team dynamics
- ✓Critical thinking and creative problem solving for challenging issues requiring out-of-the-box troubleshooting
- ✓Autonomy and confidence to be self-driven and handle pushback
- ✓Fluency in English with strong written and verbal communication skills
- ✓Legal right to work in the country where the role is based
Benefits
- ★Dedicated learning budget to expand skills and knowledge
- ★Opportunity to solve meaningful challenges in the global tech industry
- ★Innovation culture with weekly releases and new features
- ★Collaboration with a diverse, international global team
- ★Regionally tailored compensation and benefits packages
