Customer Support Representative

As a Customer Support Representative you will collect and analyze customer data and then work to develop resolutions for issues. Job duties include communicating with customers and troubleshooting issues to maintain a high customer satisfaction and customer experience on our products.

Customer support:

• You will deliver prompt and professional solutions for customer inquiries via phone or e-mail in our helpdesk software.

Understanding our customers’ needs:

• You will initiate outbound calls to discover the bottlenecks of our product and to understand customers’ needs.
• Take ownership of customer issues in order to follow-up on frequently recurring queries and escalate incidents when necessary.

Report & analyze data:

• You will maintain history records and related problem documentations for future reference.
• You will analyze, summarize customer issues and prepare reports in order to initiate appropriate solutions / clarifications to respond to customers.
• You will maintain up-to-date knowledge base to our end-users.
• Keep up-to-date about the company's products and services.

Qualifications & skills You must have to be successful in this role:

• 2-3 years of customer support experience, exposed to high operational KPIs / SLAs.
• Excellent written and verbal communication skills in Hungarian and Slovakian and/or Czech to ensure smooth communication with our end-users
• Since we have an international team, English is also essential
• Flexible and quick learner, able to adapt to continuously evolving changes at client projects.
• Outstanding stress management and ability to handle customer complaints in a calm and professional manner.
• High attention to detail in administrative tasks, and follow-through to closure of issues.
• Demonstrate productivity and independent task management.
• Excellent critical-thinking and problem-solving skills.

Good to have (but not expected)

• Familiarity with Zendesk
• Italian language proficiency is an advantage