Customer Support Specialist - Remote

Overview

Adtucon is a cutting-edge media tech company that is revolutionising performance-based advertising through the transformative power of AI. Our team of experts provides clients with expertise and knowledge in growth and performance marketing, driving business success through strategic insights and advanced technological solutions. Adtucon powers customer acquisition for our clients — rewards only, no risks.

In Short

• Ensure timely and accurate resolution of customer inquiries through available channels (email, chat, ticketing systems).
• Identify, analyze, and resolve first-level technical issues, ensuring high service quality.
• Escalate complex cases to higher tiers with clear details to support swift resolution.
• Maintain accurate documentation of customer interactions, updating the company’s CRM and ticketing systems.
• Collaborate with internal teams to improve processes by collecting customer feedback and identifying areas for enhancement.
• Advocate for customers by identifying trends in feedback and suggesting process or product improvements.

Requirements

• Proven experience in customer support or a related field. Strong interpersonal skills with an empathetic and patient approach to problem-solving.
• Shows motivation by being proactive in approaching existing issues, and preventing some from emerging.
• Familiarity with data analysis principles to monitor performance metrics (e.g., resolution time, NPS, CSAT).
• Proficiency in using CRM and ticketing tools (e.g., Zendesk, Salesforce) for managing customer requests.
• Ability to manage documented workflows and implement best practices to ensure service continuity.
• Excels in clear and well-structured verbal and written communication in English, leveraging active listening to foster collaboration and adapt messaging to diverse audiences.

Benefits

• Join an innovative team during an exciting phase of growth: be part of a true global success story.
• Opportunity for rapid growth within your role and beyond, through a career progression & internal rotation program.
• Independence and full autonomy to shape your work as you prefer and suggest changes that truly make an impact.
• Contract & Compensation: in line with the candidate’s experience.
• Portfolio of Benefits - pick what you like!
• You'll be working in a hybrid setup or full remote.
• State-of-the-art hardware and software to make the magic happen!