Core responsibilities:
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Quickly and effectively responding and providing accurate, valid and complete information to customer pre-sale and configuration inquiries by emails & Slack chats (approximately 25% based on the total incoming support requests);
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Investigating and resolving (or helping to get resolution to) technical issues by clarifying the customer complaints, reproducing the reported issues both on local and customer environments, suggesting the appropriate solution if it’s already available or passing the case to technical support engineers to ensure the subsequent resolution and providing further updates to customers (approximately 75% based on the total incoming support requests);
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Identifying the appropriate response and strategy to solve customer issues as quickly as possible;
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Analysing the incoming support requests to highlight the top-level issues for products and proposed workarounds & solutions to them, to monitor their status and to inform colleagues about them;
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Participating in developing FAQs, user guides, internal onboarding documentation;
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Proactively communicating with technical support engineers, product owners & business analytics, delivery managers, QA specialists and developers when it comes to resolution of the issues and products’ improvements;
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Following communication procedures, guidelines and policies as well as taking the extra mile to provide personal customer experience and turn each interaction into a customer happy story.
Essential requirements:
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Excellent verbal and written communication skills in the English (B2-C2) & Russian languages (C1-C2);
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Excellent listening skills and an empathetic tone of voice and manner;
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Passion for working with & helping people;
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Self-organization, responsibility, honesty, excellent organizational and multitasking skills are a must;
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Readiness to quickly learn a wealth of technical information (Magento, modules, web technologies, etc), as well as internal flows & instructions;
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Flexibility to work different shifts (including mornings, evenings, weekends, or holidays). Our schedule is based on the shift system, that means that within a month you’ll have:
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approximately one week of a morning shift, one week of an evening shift and two weeks without shifts (a flexible start of your working day);
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approximately three working days at the weekend (without shifts) that subsequently go as three day offs during the weekdays instead;
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No night shifts at the moment.
Optional requirements (if you have these skills, it will be a plus):
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Previous experience of working in Customer Care or Support departments;
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Basic understanding of e-commerce area or web technologies.
