Customer Support Specialist
Yuboto is a leading developer and provider of integrated cutting-edge mobile marketing services and advanced telecommunication solutions.
Yuboto’s portfolio consists of a wide range of mobile marketing channels and mobile services such as SMS, Viber, mobile ticketing, couponing, loyalty, cards and innovative telecommunication solutions such as Click2Call®, VoIP and Autodialer.
Yuboto’s core competency and competitive advantage derives from the fact that each one of its services and solutions can be deployed either as a standalone service or as an integrated solution to the clients’ ICT infrastructure.
Additionally, developing its services and solutions in-house, Yuboto has the ability to tailor make or adjust its services and solutions to meet the clients’ sophisticated mobile advertising and telecommunication needs.
Job brief
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
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
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives
Requirements and skills
- Excellent communication and problem-solving skills
- Multi-tasking abilitiesExperience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
Benefits
Inspiring and challenging projects
Growth opportunities
Continuous Extensive Trainings & Personal Development Plan
Also it contributes in every possible way to its staff development so as to be competitive at all times!
Contact information:
e-Mail:vandritsou@yuboto.com
