Customer Support Specialist

Summary

Join airSlate's pdfFiller team as a Customer Support Representative and contribute to the company's continued growth. You will be the first point of contact for resolving customer issues through various channels (tickets, chat, phone). Responsibilities include managing tickets in Jira, collaborating with development and QA teams, and ensuring customer satisfaction. The ideal candidate possesses strong customer service skills, excellent communication abilities, and experience in a support specialist role, preferably with billing experience. Flexibility in work hours to accommodate the US market is essential. This role offers a flexible work environment, professional growth opportunities, health and well-being benefits, competitive compensation with bonuses, stock options, and open communication channels.

Requirements

• 1+ year in a Support Specialist position, preferably in a billing role
• Experience to handle tickets/calls/chats
• Strong customer service skills and a passion for helping others
• Fluent English, with excellent grammar and writing skills
• Excellent communication skills
• Flexibility in work hours to accommodate the US market

Responsibilities

• Resolving all types of support issues received via ticketing system, chat or phone
• Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner
• Support customers by providing helpful information, answering questions, and responding to complaints
• Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features
• Manage large amounts of incoming inquiries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Meet personal/team targets
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Respond to support requests via calls/tickets or chats/tickets promptly and accurately; Identify opportunities to boost customer satisfaction (successful retention)
• Maintain internal Quality Control standards
• Proactively identify recurring issues and suggest process improvements to team leads
• Update and manage customer accounts and profiles to fulfill their requests
• Maintain effective and timely communication within the team and with customers
• Invest into studies (reading updates, checking KB, attending team trainings);Meet the personal and inputs to team KPIs

Preferred Qualifications

• 2+ years on a Support Specialist position in IT company
• Customer service skills and passion for helping others
• Fluent English, excellent grammar and writing skills
• Excellent communications skills
• Technical background is a plus
• Flexibility in work hours to accommodate the US market
• Knowledge of MySQL or other relational DB
• Experience with bug tracking systems (i.e. Jira)
• BA degree in Computer Science or Software Engineering

Benefits

• Flexible work environment — Embracing flexibility in our workspace, we offer fully remote work arrangements and flexible scheduling
• Professional growth opportunities — Committed to continuous improvement, we welcome those with a passion for learning. We cover professional development courses, conferences, and literature for each team member and provide access to the airSlate Academy and Operations/Department training to elevate your skill set
• Health and well-being — We prioritize the health and well-being of our people, covering 50% of your premium health insurance
• Compensation and benefits — In addition to a competitive base salary, our team members are eligible for monthly performance bonuses of up to 10% based on their achievements, time commitment, and dedication
• Stock options — At airSlate, our team members are more than just workers; they're business partners. We issue stock options that grant ownership in the company, enabling everyone to share in its growth