Customer support specialist (Night Shift)

We seek a highly motivated and dedicated Customer Service Representative (CSR) to join our dynamic shared team. The ideal candidate will provide exceptional support across seven diverse projects, ensuring high-quality service 24/7 through various communication channels, including chats, emails, calls etc. Our projects range from an online English teaching platform to an online email template editor to full-service temperature monitoring devices.

Requirements:

• Proficiency in English (B2 level or higher), with excellent spoken skills.
• Strong empathy and the ability to understand customer needs.
• Quick learning ability and adaptability to new workflows and tools.
• Basic technical skills and logical thinking for troubleshooting.
• Strong team collaboration skills.
• High resistance to stress and the ability to maintain various communication channels simultaneously.
• Availability to work in a 24/7 environment, including nights, weekends, and holidays.
• Experience with incoming calls, Intercom and Zendesk would be an advantage.

Responsibilities:

• Provide timely and accurate customer support across multiple channels (chats, emails, tickets, calls, Slack, and Telegram alerts).
• Keep established metrics in the sufficient range.
• Doing some research on the platforms provided by clients, making some changes there, and providing the customers with instructions regarding the platforms' work principles.
• Handle and resolve customer inquiries and issues for six different projects, each with unique requirements.
• Identify and escalate priority issues to the appropriate team members or departments.
• Develop a deep understanding of each project to provide specialized support.
• Utilize basic technical skills to assist customers with technical issues.
• Participate in training sessions and ongoing development to stay updated on product knowledge, company policies, and customer service best practices.
• Exhibit empathy and patience in all customer interactions, ensuring a positive customer experience.
• Collaborate with team members to ensure seamless support coverage and knowledge sharing.
• Maintain composure and efficiency in high-stress situations, providing calm and effective solutions.

Working terms:

Remote work.

The probation period is two months.

2 non-fixed days off per week.

Work shifts per week: Morning 8:00—16:00, Day 14:00—22:00, Night 22:00—8:00.

Night shifts are mandatory (two per week) with an additional bonus.

Rate 3.27$, around 700$ with bonuses