This recruiter is presently looking to grow its team and is looking for a results-driven Customer Support Advisor. Your main duty in this position will be to assist clients with their technical and functional software needs. To detect problems and suggest potential solutions, you will work directly with the internal teams and clients. The working hours for the position are from 2 pm to 10 pm, and it will have flexible hours to serve various markets. (Slovenia time).
Responsibilities
- Handle incoming user queries about the Turtl tool and services, making sure that the response and/or solution can be found within the Service Level Agreement
- Update users on the status of open help tickets and keep track of their progress.
- To enable thorough reporting, correctly and efficiently categorize all queries.
- Facilitate online calls with users to assist with question resolution, but you may also occasionally demonstrate new features or offer training.
- Formulate requests for additional expert assistance and track their development and resolution.
- Assist with the upkeep of a knowledge base of FAQs and how-to articles and propose subjects that ought to be covered.
- Test development releases for quality to make sure they live up to customer expectations.
- Report on support ticket volumes and popular subjects on a weekly and monthly basis. Also, offer ideas for improvements that could potentially lower these numbers in the future.
- Collaborate directly with the teams from across Turtl to gain extensive product knowledge.
Requirements
- Prior customer service experience, preferably with a tech or SaaS company.
- Capacity to address customer issues and provide suitable answers.
- Excellent communication skills and the confidence to engage positively with individuals at all levels.
- Proactivity and ability to work under pressure occasionally.
- A basic grasp of fundamental web technologies like HTML, CSS, or JavaScript would be extremely beneficial.
- Although it is not necessary, intercom experience is preferred; it is also crucial to be open to learning new systems.
Benefits
- A competitive base salary, around €30,000. This depends on experience level.
- Possibility of stock options.
- A wonderful chance to advance and pick up new competencies.