Customer Support Specialist
Description
We are looking for a Middle/Senior Support Specialist to join our team. We offer a bureaucracy-free environment, characterized by rapid cross-team collaboration and the opportunity to optimize existing processes or implement new ones from scratch.
Requirements
Experience: 2+ years of experience in customer support with a deep understanding of industry standards and workflows.
Technical Skills: proven experience with Zendesk, VoiceFlow (is a plus).
Language: Upper-Intermediate English level (B2) or higher.
Problem-Solving: Ability to analyze complex situations, identify root causes, and propose effective solutions quickly.
SQL Knowledge: Experience with SQL for query analysis is a significant advantage.
Mindset: Openness to new challenges, a proactive learning attitude, and a commitment to continuous skill improvement.
Responsibilities
Improving existing automation processes for responding to routine user inquiries.
Enhancing user experience and resolving issues through communication on the App Store, Google Play, and Trustpilot to directly influence store ratings.
Actively managing the Knowledge Base, including updating templates and optimizing user inquiry flows.
Communicating with the development team about user-reported bugs and issues.
Preparing monthly reports on key user inquiries, performance metrics, and processed tickets.