Futuremedia is hiring a
Customer Support Specialist

Summary

Futuremedia is seeking a Customer Support Specialist with at least 2 to 3 years of experience in customer support or a client-facing role. The candidate will interact with customers daily, providing technical and billing support, investigating user problems, gathering feedback, handling payment operations, learning about users, establishing personal relationships, assisting with documentation, and working flexible hours. The position is full time and offers 22 days of paid annual leave, flexible hours, and the ability to work from home.

Requirements

• 3 or more years of experience in Customer Support / Technical Support
• Flexible in working hours. Being able to work in the morning, evening, and weekends
• Previous experience in compiling the documentation (internal or external)
• Analytical and troubleshooting skills
• 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
• Previous experience in handling issues via TeamViewer

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

• 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