Key skills
CRMJira
About this role
Role Overview
- Deliver exceptional customer support across multiple channels, including online chat, ticket systems, and email, ensuring timely and accurate responses.
- Collect, document, and prioritize customer feedback to help improve products, services, and processes.
- Troubleshoot and resolve customer issues, providing clear explanations and guidance.
- Escalate complex issues to the appropriate teams, ensuring a seamless handoff and follow-up until resolution.
- Maintain and update customer records in the CRM system with accurate and detailed information.
- Proactively identify recurring issues and suggest improvements to reduce support volume and enhance customer satisfaction.
- Provide customers with step-by-step solutions or educational resources to help them maximize the use of products and services.
Requirements
- Fluency in English (B2-C2);
- Strong problem-solving skills with the ability to analyze complex issues and identify practical solutions.
- Preference will be given to candidates with experience in a customer-facing role;
- Familiarity with Zendesk, Jira, and Hubspot or other CRM systems;
- Experience with troubleshooting software, hardware, or system issues; ability to diagnose and address technical problems efficiently;
- Some background knowledge of SEO.
Benefits
- 22 days of paid time off, plus your local national holidays
- Flexible work hours and a culture that trusts you to manage your time
- Private medical insurance or a medical allowance (depending on your location)
- Extended paid sick leave so you can fully recover without worry
- Career map with growth opportunities
- Support for wellbeing and L&D
- Best hardware for your work (team Apple)
- An award-winning product loved by thousands of customers worldwide
- A transparent, flexible culture with people at the core of everything we do
- Events that are actually fun