Customer Support Specialist

Summary

Join our team as a Customer Support Specialist at Futuremedia and be part of delivering excellent customer support journeys while working in a young, fast-growing company with flexible hours and remote work options.

Requirements

• 2-3 years of remote/hybrid experience in Customer Support
• Flexible in working hours. Being able to work in the morning, evening, and weekends
• 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
• Previous experience in handling issues via TeamViewer
• Knows or wants to learn new technology, for example, some programming language
• Work experience in copywriting

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

Benefits

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