Inbound Support Specialist

REQUIREMETS:

• Excellent verbal and written communication skills in English
• Strong problem-solving skills and business communication techniques
• Ability to work independently and as part of a team
• Proficient in Microsoft Office, Browsers’ basics, and other default internet of things skills
• Ability to work flexible hours and shifts
• Extremely proactive, organized, responsible

WOULD BE A PLUS:

• Middle/High school diploma or equivalent
• Some college education or relevant experience in customer service is preferred but not required
• Professional experience on a relevant position (Customer Support in IT sphere, Account manager, Pre-Sales manager) is preferred but not required
• Experience using customer service software, such as LiveAgent, Intercom, Zendesk, Freshdesk or HubSpot is a plus
• Understanding of the online or offline advertising market is a plus
• Experience using Advertising platforms, such as Google Ads, Microsoft Ads, Facebook Ads is a plus

RESPONSIBILITIES:

• Respond to customer inquiries via chats, emails, and incoming tickets in a timely and professional manner
• Immediately react to customers’ inquiries and decrease the response time to minimum
• Provide solutions to customer issues and ensure customer satisfaction
• Solve business and technical issues (in collaboration with technical team)
• Escalate customer issues to the appropriate departments as needed
• Collaborate with the team to continuously improve customer service processes and procedures
• Maintain accurate and up-to-date customer records in CRM
• Develop and expand product knowledge and be aware of recent market trends
• Create and maintain the relevance of user documentation including how-to guides, user manuals, instructions, and FAQs
• Be engaged into continuous self-education and cross-learning