Senior Customer Support Specialist - Bilingual English and Russian (m/f/d)

Full-Time     Yerevan, AM

Responsibilities

  • Support our existing customers based in European and other English speaking countries with their technical and accounting issues over the phone and via email
  • Provide support to our customers by answering inquiries via our ticket system
  • Show our software solutions to customers via online demonstrations, presenting functionality that will solve their individual IT challenges
  • Provide coaching sessions to the team members and act as a mentor for the new hires
  • Maintain the highest level of customer satisfaction by developing relationships, exceeding client expectations, and proactively managing escalations
  • Collaborate with various departments regarding escalations, process alignments and policies

Requirements

  • At least 2 years of work experience in customer support via phone and ticket system
  • Fluency in English and Russian is mandatory, both spoken and written
  • Strong communication skills and passion for working with people
  • Excellent problem-solving skills, ability to take ownership of the work assigned, and deliver results timely, reliably and correctly
  • Good presentation skills, with high level of attention to detail
  • Ability to work independently while collaborating with remote teams in a fast-paced environment
  • Experience in coaching and training the team members
  • Experience with implementing Customer Satisfaction Surveys (NPS)
  • Knowledge and experience with operating systems such as Windows, Linux and Mac OS
  • Experience with ticketing systems such as Jira, Freshdesk is an advantage
  • Determination, enthusiasm, and willingness to learn

What we offer

  • International environment and attractive workplace
  • Freedom for personal organization and the possibility of attaining real results as part of a fantastic team
  • A good work-life balance, home office opportunities, flexible working times and no time recording
  • An innovative and fast-growing company with financial stability of a profitable company
  • Room for creativity and contributions in a technically diverse environment
  • Learning opportunities – internal & external