Middle Customer Support Agent - Remote

Overview

SKELAR is a venture builder that creates international product IT companies according to the rules of the venture investment world. We are looking for a Middle Customer Support Agent to join our team and enhance the RiseGuide brand in the international market.

In Short

• Act as the voice and face of RiseGuide for users, responding to customer inquiries via email and chat.
• Maintain and optimize the knowledge base, creating new materials to simplify complex issues.
• Improve support processes, from minor changes to testing and launching new tools.
• Deeply understand the product and support flows to enhance service efficiency.
• Work in shifts, including night shifts, and meet KPIs.
• 6+ months of experience in Customer Support, ideally in product IT and Billing Support.
• Fluent in English (B2+) for effective communication with users worldwide.
• Detail-oriented when gathering information for escalation of complex inquiries.
• Empathy and customer-centricity, ensuring positive user experiences even in difficult situations.
• Quick adaptability to new processes and tools.

Requirements

• Knowledge of Zendesk is a plus, including ticket management and analytics.
• Understanding of key support metrics like First Response Time and CSAT.

Benefits

• Opportunity to work in a dynamic and growing company.
• Engagement in social initiatives through SKELAR foundation.
• Environment for self-realization and career growth.