Remote Customer Experience Specialist

Summary

Join the Smartcat team as a Customer Experience Specialist and play a crucial role in delivering excellent support to our amazing users, maintaining a great customer satisfaction rate, and ensuring SLA goals are met.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness
• Excellent written and spoken English communication skills
• Basic knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Experience with localization and translation is a plus
• Possess exceptional troubleshooting and problem-solving skills
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Responsibilities

• Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
• Engage with customers via tickets during respective shifts
• Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)