Customer Support Specialist

REF. NO:
SpM-CSS

REQUIREMENTS:

  • Recently graduated with about 1-2 years of experience (internships or full-time jobs in a data management or technical support position);
  • Proficient English language. A second language (preferably German or French) is a plus;
  • Bachelor degree or higher;
  • Excellent MS Office (Excel, PowerPoint) skills; QA, problem-solving and communication skills;
  • Experience working with CMS, CRM, Customer Service Software or similar systems is a plus;

RESPONSIBILITIES:

  • Deliver customer support as per internal standards
  • Manage questions and requests from customers
  • Assist clients with resolving urgent issues during on-call shifts
  • Assist with any requests from event participants
  • Utilize on a daily basis the internal customer support system
  • Escalate issues as per standard support routes, ensure issues resolution and follow-up;
  • Proactively engage in identifying inefficiencies in current support delivery process and propose ideas for improvements
  • Maintain database with most commonly submitted issues
  • Maintain an effective communication process with team members
  • Contribute to customer resources and documentation optimization
  • Collaborate with account and project managers, designers and team developers to shape the best possible customer onboarding experience;
  • Create app content using our CMS, based on customers‘ and project leads’ requirements