Support Specialist L1 - Remote

Overview

The Support Specialist L1 provides assistance to users across the SplitMetrics ecosystem, focusing on resolving customer inquiries and creating help materials to enhance self-service support.

In Short

• Communicate with customers via Intercom in-app chat.
• Take ownership of customer issues and see them through to resolution.
• Escalate problems to other internal teams as appropriate.
• Follow support processes and best practices.
• Pass on customer feedback to the Product team.
• Create and update how-to guides and feature overview articles.
• Create short how-to videos with product descriptions.
• Participate in small projects like onboarding support for new customers.

Requirements

• 1+ year of experience in customer support or customer-facing roles.
• B2+ English proficiency.
• Strong problem-solving and technical troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to manage time effectively and prioritize tasks.
• Strong attention to detail and a customer-first mindset.
• Experience with customer service tools (e.g., Intercom, Zendesk).
• Experience with help center article creation.
• Experience with utilizing AI-based tools.
• Basic project management skills.

Benefits

• Vacation and public holidays following your country's regulations.
• Medical insurance or health care compensation.
• Top online/offline conferences and mobile industry events.
• Micro-management-free and supportive management style.
• Flexible working schedule for better work-life balance.
• Corporate online events and offline team retreats.
• Workspace options including coworking costs coverage.