Customer Support Specialist

Summary

Join Futuremedia, a leading digital company, as our Customer Support Specialist! Reporting to the Head of Customer Support, you will provide exceptional support to our millions of users worldwide. This role requires 3+ years of experience in customer support or a client-facing role and involves handling technical and billing inquiries, investigating user problems, gathering feedback, and managing payments. You will build strong customer relationships, contribute to documentation, and work with tools like Jira, Confluence, and Zendesk. We offer flexible hours, work-from-home options, and 22 days of paid annual leave.

Requirements

• 3 or more years of experience in Customer Support / Technical Support
• Previous experience in compiling documentation (internal or external)
• Analytical and troubleshooting skills (experience in resolving complicated issues that require strong ownership, personal investigation, and cooperation with different teams)
• Experience in working with CS tools such as: Jira, Confluence, Zendesk or similar emailing tools
• Understands what KPIs were used in the past roles and what was his/her measured level of performance
• Willingness to work on chats
• Willingness to work in night shifts only

Responsibilities

• Provide technical and billing support to users through live chat and email
• Investigate user problems and prepare escalations or bug reports
• Gather and report user’s feedback and product improvements
• Handle payment related operations
• Learn and document information about users
• Establish personal relationships with customers
• Assist with the internal and external documentation

Preferred Qualifications

• Previous experience in handling issues via TeamViewer
• Knows or wants to learn new technology, for example, some programming language
• Work experience in copywriting

Benefits

• 22 days of paid annual leave per year
• Flexible hours
• Work from home