Full-Time Customer Support Specialist

We're on the lookout for a dynamic Customer Support Specialist who thrives on delivering exceptional customer experiences. Reporting directly to our Head of Customer Support, you'll play a crucial role in ensuring our users receive top-notch support, especially as they build incredible e-learning content. Our dedicated team is committed to maintaining a minimum CSAT of 95% and a first response time median of under 5 minutes, both of which we consistently exceed. We need someone like you to help us maintain and even surpass these standards, ensuring our customers are not just satisfied but delighted.
 Overall, your tasks will be the following:

• Interact with customers through multiple channels (chats, emails, and calls)
• Sharing best practices and recommendations
• Register customer responses, complaints and remarks and handle requests for assistance
• Collaborate cross-functionally with other teams (sales, development, marketing, and testers)
• Contribute to overall improvement of internal processes and be the voice of customers in our team 
• Be able to achieve the minimum successful indicators for our KPI’s
• Strive to keep our customers satisfied
• Bachelor’s degree or higher
• 1-2 years of experience in a similar role
• Strong command of the English language, both in written and verbal communication skills
• Being customer-centric with a clear ambition to help
• Communications skills, being able to listen actively to what the customers need and communicating in a clear way with them
• General computer skills and knowledge of online software products and services (SaaS) 
• Positive and passionate attitude to your responsibilities
• Being polite, diligent and a team player
• Ability to handle multiple tasks simultaneously, stress resistance