Customer support specialist

Job Summary: 

iContact Technical Support team (www.icontact.com) is looking for Customer Service Specialists to join us in our Odessa office as part of our Global Support team. 

This position will be responsible for dealing with the customers and potential customers. As a Customer Service Specialist, you will fulfill standard requests and perform troubleshooting procedures using telephone, chat, email, internal ticketing and CRM systems. 

Enthusiasm and Energy are critical attributes for the position. Advanced English level and prior customer service experience are essential. 

Job Duties: 

• Review suspicious messages as a part of Message Review team
• Serve as a single point of contact for phone calls and chat from customers regarding their technical and billing issues, requests, and queries 
• Monitor and reply to Customer emails from the Salesforce Q's 
• Accurately process and make call logs 
• Escalate unresolved calls to technical departments, using task tracking systems 
• Work collaboratively with the Client Success and Sales teams to resolve customer issues in a timely fashion 
• Maintain exceptional customer service for all support queries and adhere to standard processes and procedures 
• Respond to emergency situations as assigned 
• Weekly rotate in 8 hour shifts to provide 24/7 support 
• Perform other tasks as assigned by management 

Job Requirements and Experience: 

• Advanced language skills in English 
• Solid written and verbal communication skills 
• 1+ years of customer service experience in any sphere 
• Confident user of software 
• Good all round computing skills 
• Ability to explain technical issues to customers in a calm and concise manner 
• Solid critical thinking and problem-solving skills 
• Ability to work both independently and as part of a team 
• Willingness to work with people 
• Ability to cope with stressful situations 
• Ability to learn quickly and adapt to a fast-paced support environment 

We offer: 

• Free opening and dedicated accountant for your PE (FOP) with full tax coverage 
• Company laptop 
• Cozy and spacious office with a kitchen and free coffee and snacks 
• A transparent assessment and reward policy with a yearly review 
• A flat company hierarchy and employee empowerment 
• Team building events 
• Free English lessons 
• Free office parking (Levitana Street) 
• Free taxi trips from work to home at night