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29.04.2021

Knowledgebase and Bot Manager

CEX.IO Labs
IT
  • Регион:Киев

The international company developing multiple fintech products is looking for an ambitious Knowledgebase and Bot Manager.


Requirements:

  • Higher education (preferably technical)
  • Experience with analytical systems (BI, CRM)
  • Working experience in customer support more than 2 years
  • Expert Knowledge of Intercom and analytics
  • Expert knowledge of Excel tools (charts, pivot tables, macros)
  • Systematization and decomposition skills
  • Skills in complex problem solving, judgment, critical thinking and decision making
  • Ability to be highly organized with an emphasis on accuracy and timeliness
  • Ability to organize information and have attention to detail and accurately follow procedures
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, including being sensitive to professional ethics.

Responsibilities:

  • Data analysis, identification of trends and patterns for the purpose of KPIs' management
  • Development, updating and monitoring reporting tools against efficiency indicators
  • Participation in implementation and changing processes in order to improve the quantitative traits of customer service as well as for efficient use of department resources
  • Preparation of monthly working schedule, JIRA's and accounts for newcomers
  • Providing analytical support for special projects related to Customer Support Department
  • Cooperation with marketing and support devisions in order to keep Intercom bot up to date
  • Analyzing bot productivity and seeking ways on how to improve results and overall customer experience within communication with bot
  • Performs any other related duties as required or assigned

In return we offer:

  • Challenge to search, attract and build relationships with candidates in global market;
  • Good opportunities for professional growth (personal development plans, regular feedback on results, external professional courses);
  • Inspiring atmosphere (dynamic product company, ability to see tangible results of your efforts on a weekly basis);
  • Process ownership you are responsible for;
  • Competitive remuneration and transparent bonus system;
  • Opportunity to work remotely;
  • 100% Health Insurance coverage after successful trial period;
  • Annual vacation: 18 working days.