Remote Customer Support Specialist

Summary

The job description is for a Customer Support Specialist at Intenseye, a fast-growing SaaS platform that uses AI to improve employee health and safety. The role involves providing support to customers, troubleshooting issues, educating customers about the product, maintaining records of interactions, gathering feedback, collaborating with teams, and staying updated with industry trends.

Requirements

• Proficiency in both written and spoken English
• 1+ year experience
• Basic understanding of SaaS platforms, CRM systems, and support ticketing tools. Proficiency in using common office software
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving abilities, with a keen attention to detail
• Demonstrated ability to provide exceptional customer service and maintain a positive customer experience
• Ability to thrive in a fast-paced, ever-changing environment and handle multiple tasks simultaneously

Responsibilities

• Provide timely and effective support to customers via email and chat
• Troubleshoot common issues, escalating more complex problems to L2/L3 support or the appropriate department
• Assist customers in understanding the features and functionalities of our products, guiding them through common tasks and processes
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system
• Gather customer feedback and communicate it to the relevant teams to help improve our products and services
• Work closely with other support team members, as well as with the customer success, product, and engineering teams, to ensure a seamless customer experience
• Stay updated with the latest product updates, industry trends, and best practices in customer support

Benefits

• Great Salary
• Health Benefits
• Equity in a fast-growing business
• Remote work - 2 Offices in Istanbul (optional)
• Employee Stock Option Package
• 6x weeks Paternal Leave
• Annual Learning & Development Stipend
• 30 days vacation + public holidays
• Experience working with a fast development and research team of engineers using the latest and greatest technologies
• Comprehensive Family Medical Insurance, Dental & Vision
• Flexibility on work location and hours
• Play a key role in the growth of the company
• Saving lives and changing the industry with AI-powered health and safety!