Customer Support Agent (Yerevan, Remote)

About the role

• Each day we get up to make the best product this industry has to offer while getting through constant pressure and our clients’ queries that get more and more complicated;
• We are looking for a Сustomer Support Agent who will take night shift: 3 AM - 11 AM (GMT +4);
• Our technical support team is currently expanding, and we’re looking for strong support agents. We need people who can handle a high load of customer requests and find unusual solutions to the usual problems.

Responsibilities

• Respond to customer queries on time;
• Identify customer needs and help customers use specific features;
• Update our internal databases with information about technical issues and useful discussions with customers;
• Lead customers from the point of problem occurrence to the point where it’s resolved;
• Get customer feedback and share it with our Product, Sales, and Marketing teams;
• Assist in training junior Customer Support Representatives.

Requirements

• Must-haves:
• Self-management skills;
• Ability to make decisions and take responsibility;
• Teamwork skills;
• Basic understanding of software development;
• Experience in using help desk software and ticketing system.
• Nice to haves:
• 1+ year experience in support team;
• Experience in using help desk software and ticketing system;
• The Russian language will be an advantage as our support team is Russian-speaking for now. However, all the documentation is in English, so being not so fluent in Russian is not a blocker.

We offer

• Professional development. We pay for relevant conference tickets, training programs, courses, and any necessary literature;
• Necessary equipment. We provide you with a MacBook, a monitor, and any other tools you need;
• Remote work. During the onboarding (4 weeks) we expect you to be in Yerevan but then you can work remotely;
• Health Insurance. Our plan includes dentistry and сheckups and covers your prescription medication expenses;
• Flexible benefits plan. You can choose the perks that fit your needs. We reimburse the cost of sports activities and equipment, personal development opportunities, health insurance for relatives, taxi, home office setup, or mental and physical health services.

Hiring process

• Introduction. We will speak about the role and your experience. Please, be ready to complete a little test assignment;
• Technical interview. We will solve a few tasks and discuss them;
• Culture fit interview. You’ll meet with the leadership team.