Customer Support Partner

As a Customer Support Partner you would be expected to resolve customer queries, guide product users through features and functionalities. To be successful in this role, you should be an excellent communicator and problem solver. You should also be familiar with CRM. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

• Document and track customer issues using a ticketing system to ensure quick resolution

• Gather customer feedback and share with our Product, Engineering and Marketing teams

Requirements and skills

• 2+ years experience as a Customer Support Specialist or similar CS role
• Familiarity with financial services industry is a plus
• Experience using Trengo and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

Benefits:

• Be part of a dynamic, driven team, with strong career progression and the opportunity to grow with the business. A startup atmosphere with flat hierarchies – meaning you’ll be expected, and encouraged, to contribute your ideas.
• A collaborative working culture with regular brainstorms, stand-ups and inter-departmental gatherings.
• A great company culture with regular social activities.