Support Specialist

A US based IT product company specializing in accounting automation software is looking for a Technical Support Specialist/Support Specialist (SaaS product experience is desirable).

Responsibilities:

• Respond to customer inquiries through various channels including email, chat, phone, and video conferencing;
• Work as part of a team with a focus on customer satisfaction;
• Provide customer support for installation, training, troubleshooting and maintenance;
• Develop user manuals and actively participate in customer behavior studies;
• Analyze feedback from customers to identify potential issues and improve the customer experience;
• Manage complex customer interaction cases, demonstrating exceptional communication skills;
• Demonstrate initiative, enthusiasm and professionalism.

Requirements:

• Fluency in English (oral and written communication at C1 level or above);
• Experience of 2 years or more in supporting B2B customers in IT (working with a SaaS product will be an advantage);
• Excellent listening and problem solving skills;
• Ability to deal with complaints and difficult situations in a calm and patient manner;
• Proactivity, initiative and commitment to professional development;
• Confident user of computer and standard programs.

Conditions:

• Full-time employment;
• Schedule: 5/2 from 18:00 to 02:00 (with Saturday and Sunday off);
• Cooperation on B2B terms;
• Work with an interesting and complex product, opportunities for development.