Customer Support Specialist

REF. NO:
SpM - CSS

SKILL SET

  • Recent graduate with previous 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

HOURS OF WORK

The hours of work include day and night shifts with one hour lunch break. Weekend on-call support will also be provided, arranged through shifts with the other colleagues. Flexibility is offered during on-call periods, as long as requests are addressed in due time.