Specjalista ds. wsparcia technicznego klienta biznesowego
Location: Kraków Ul. Dekerta 24
Responsibilities. As a Customer Experience Representative you will be:
- supporting clients while providing world class customer service for TextUs products and services
- managing multiple conversations in our help desk support environment via chat, SMS and phone
- providing remote support/screen shares for advanced troubleshooting, training and account management activities
- demonstrating product expertise, showing customers around our apps and answering usage questions
- communicating customer issues internally to prioritize and improve customer experience
- providing recommendations and solutions to customers based on their queries
- maintaining subject matter expertise of TextUs products and services
- engaging in opportunities to learn, grow and share technical expertise with the team
- accountable for maintaining accurate documentation in Intercom to track customer touchpoints, capture relevant information and TextUs NPS scores
- contributing to suggestions for backend Admin system improvements
You may be asked to help with other tasks such as expanding our service offering by participating in:
Customer Success: training customers on the product
Business Development (additional compensation available)
Key Requirements:
- Exceptional communication skills
- English (C1/C2/Native speaker level)
- Min. 1 year experience in a Customer Support/Help Desk role
Qualifications. You are:
- Happy to work in a tight-knit startup community, and enjoy the team mentality
- Tech savvy and enjoy learning new technologies and business concepts
- Happy to help people
- Accountable and ask for feedback, while striving for continuous improvement
- Proficient in complex problem solving
- Able to demonstrate strong product expertise
- Team oriented, but able to work independently when needed
- Able to prioritize issues and tasks
- Positive, energetic and have a positive attitude towards customer service
**Bonus skills**
- Telecom industry experience
- Knowledge of EU SMS regulations preferred but not required
- Sales/Account Management/Customer Training experience
What's in for you?
- Great salary + bonus structure
- Short & long term career growth opportunities as you're leading EMEA and APAC customers' success and growth
- Private health insurance
- A modern and fun office setup
