(English C1) Customer Support Consultant (Short Term, Remote)

Cabo VerdeRemoteContractmid

Other

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Quick Summary

Key Responsibilities

Communicate with the customers of a cloud-based file-sharing platform via chat and email (follow internal SLAs); Resolve customers’ inquiries related to billing, how-to-use,

Requirements Summary

Customer support experience of 1+ year, including experience writing professional,

Technical Tools

Other

Responsibilities

~1 min read

→Communicate with the customers of a cloud-based file-sharing platform via chat and email (follow internal SLAs);
→Resolve customers’ inquiries related to billing, how-to-use, account and login questions;
→Escalate tickets in a timely manner to the client’s internal team if they cannot be resolved using the available knowledge base and training materials;
→Reproduce the steps of a reported issue to define if the issue is affecting multiple users;
→Conduct research in case there’s a lack of information, proactively seeking solutions;
→Follow the internal Guidelines/SOPs precisely when handling tickets or communicating internally;
→Log bugs, create bug reports, and keep feedback/bug reporting boards up to date (no technical resolution necessary);
→Proactively share potential improvement suggestions with the team, and flag unusual behavior of the product or unoptimized processes;
→Reach out to the Team Lead when facing difficulties understanding procedures or handling specific tickets.

Requirements

~1 min read

Customer support experience of 1+ year, including experience writing professional, well-structured emails;
Experience providing professional high-quality customer support via chat and email;
Experience with CRM or Customer Support Systems (e.g., Zendesk, Intercom, Gorgias);
Experience working in professional environments with strict guidelines and KPIs;
Excellent writing and communication skills in English (C1), attentive to proofreading and aware of proper email structure;
Practical technical literacy and a natural drive to test, investigate, and resolve issues (no programming or coding background required);
Ability to learn fast and follow precise procedures;
Customer-oriented mindset;
Proactivity, enthusiasm, and a desire to share and receive feedback;
Adaptability and common sense;
Attention to detail, with a tendency to do your work thoroughly;
Openness to internal reassignments between the project’s sub-teams;
Readiness for a short-term cooperation of 3 or 6 months, and openness to long-term cooperation after the period expires;
Stable internet connection (minimum 50 Mbps download / 40 Mbps upload).

Nice to Have

~1 min read

Technical experience, especially being comfortable with testing and digging to the core of the issue;
Experience with Zendesk;
Experience with iOS/Android devices;
Being comfortable communicating a lot and sharing suggestions and feedback on potential improvements.