Support Agent

Summary

Join SKELAR, a venture builder creating international product IT companies, as a Customer Support Agent. You will handle incoming support requests via chat and email, work on user retention and refunds, achieve team KPIs, participate in developing templates and improving workflows, maintain a proper refund rate, manage spreadsheets, meet with the team lead, and submit bug reports. This role offers the opportunity to work remotely from anywhere in the world and be part of a strong team. SKELAR provides ongoing support, opportunities for growth, and a flexible 2/2 work schedule.

Requirements

• 1+ year of experience working with clients in the English-speaking market
• English proficiency level B1 or higher
• Availability of comfortable remote working conditions
• Client orientation, openness, willingness to help and solve client problems
• High level of stress resistance

Responsibilities

• Handle incoming support requests via chat and email (Freshdesk)
• Work on user retention and perform refunds via payment instruments as needed
• Achieve KPIs and other performance indicators set for the team
• Participate in developing templates and suggest improvements to workflows
• Maintain the refund rate at an appropriate level
• Maintain spreadsheets
• Meet with the team lead and team
• Submit bug reports upon independent detection or after receiving a request from clients

Benefits

• Opportunity to work from anywhere in the world
• Work in a strong team, gaining new knowledge and skills
• Work schedule 2/2, 8-hour workday
• Constant support from your Team Lead
• Opportunity to grow to Shift Lead/QC Agent/Customer Support Team Lead
• Medical insurance and corporate doctor