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23.12.2020

Customer Support Coordinator (Remote, Night shift)

HELPO
IT-консалтинг / Услуги / Производство оборудования
  • Регион:Киев

We are looking for a Customer Support Shift Coordinator who is great at problem-solving, while maintaining a human approach to customer support. The position includes the standard customer support responsibilities (working with customer requests and troubleshooting), along with supervising and mentoring.

The projects we work on are the world's #1 mobile and web products in the Health & Fitness and Edutainment categories.

Responsibilities

  • Monitor and coordinate the team during your shift
  • Onboard new team members and assist teammates with tricky cases when required
  • Contribute to improving the team's performance by optimizing workflows and internal policies
  • Handle customers' product-related questions or technical issues via email and online chats
  • Provide feedback on App Store and Google Play
  • Guide customers through the products' features, providing effective solutions based on their requests and needs
  • Report on technical issues and share user feedback with other teams (product team, QA, marketing team)

Professional qualities

  • Experience supervising staff
  • Fluent written and spoken English (C1)
  • Strong communication & analytical skills
  • Understanding of bug and feature request tracking & reporting procedures

Would be a plus

  • Fluent in a 2nd language
  • Experience with Zendesk, Intercom, or other customer service software

We're a perfect match if you are

  • Responsible and attentive to details
  • A good communicator
  • Tech-savvy
  • Used to working in a fast-paced environment

Available shift options

Fri-Tue, 01:00 - 09:00

What we offer

  • 100% remote work: work from anywhere, so you don't have to spend time on a long commute
  • Fixed schedule: choose a shift that suits your lifestyle best, with no shift switching
  • Personal and professional development: you'll have access to a corporate library, online learning platforms, and training to help your professional growth. You will also be provided with regular feedback and coaching for personal growth.
  • Healthy work environment: despite working remotely, we strive to build close and trusting relationships in our team by creating a supportive and friendly environment
  • Days off: we offer paid annual leave (20 work days) and sick leave (30 work days).
  • Competitive compensation