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HIREVIEW

Technical Customer Support Specialist

Nuo 1600 €/mėn. Neatskaičius mokesčių
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Vilnius - HIREVIEW

Darbo pobūdis

Hireview is working with Raydiant which is the #1 experience management platform in the world!

As a Support Specialist at Raydiant, you will answer customer support inquiries, maintain high-quality service to our customers, and work with internal teams for escalations. In addition to being responsible for ensuring processes are followed, you will have the opportunity to create new processes and streamline existing ones by working with our internal teams.

Responsibilities:

  • Actively support our customers via multiple channels feeding into our ticketing system;
  • Improve the customer support process which involves driving quick resolution and high-quality service to customer-impacting issues;
  • Ensure the attainment of support SLAs are achieved with high customer satisfaction;
  • Establish and adhere to customer support case management practices, including meeting defined SLAs;
  • Identify technical issues, suggest product enhancements, and communicate and escalate them internally and externally;
  • Create and maintain internal and external-facing documentation and reference materials for troubleshooting and product support and tutorials;
  • Partner with our Sales, Customer Success, Engineering, and Product teams to represent the voice of the customer;
  • Ability to be on-call as needed to guarantee customer SLAs and expectations.

Reikalavimai darbuotojui

  • A desire to gain experience in the direct management of customer support tickets, processes, and systems;
  • Experience in customer support is a big advantage;
  • Demonstrated troubleshooting and problem-solving skills, with the ability to create and leverage data insights to draw insightful conclusions;
  • Professional written and verbal communication skills for an active customer base;
  • Experience with writing technical documentation and training materials for internal and external audiences is an advantage;
  • Knowledge of the operations of technical SaaS, Application IT, and IoT;
  • Aptitude for understanding and teaching new technical skills;
  • Innate ability to adjust quickly to changing priorities and conditions;
  • A can-do, no-problem-too-big-or-too-small attitude.

Bonus Points For:

  • Previous experience using Zendesk, Intercom, or similar customer support ticketing
systems;
  • Experience in a 24x7 support environment;
  • Previous experience using Salesforce or other SaaS CRM tools;
  • Previous experience working with Atlassian products (Jira, Trello);

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Kelionės į/iš darbo kompensavimas
  • Ambitious and fast growing company!
  • Great and modern office;
  • Snacks, drinks... everything you need!
  • Trainings and personal/professional development plans;
  • Additional health insurance;
  • Benefits for night work.

Atlyginimas

Nuo 1600 €/mėn. neatskaičius mokesčių
HIREVIEW

HIREVIEW

is a consulting company that offers employer branding, recruitment and executive search services. With our wealth of expertise in guiding numerous global organizations through their strategic talent acquisition plans, as well as experience of successfully building employer brands, we have the know-how needed to deliver the best solution and the best results.