Support Specialist L1

In this role, you will champion our best practices and help our customers with their daily questions. You will also have the opportunity to grow and, for example, conduct Product Webinars for our existing users. Our Customer Support department is very young, so you will have opportunities to develop within the department or as a part of our Customer Success team.

In this role you will:

• Communicate with customers via the Intercom in-app chat.

• Take ownership of customer issues and see them through to resolution.

• Escalate a problem to other internal teams as appropriate.

• Follow support processes and best practices.

• Pass on customer feedback to the Product team and provide users with updates about the upcoming features.

• Collaborate with Sales & Customer Success teams.

• Create and update how-to guides and feature overview articles for our Help Centre.

• Create short how-to videos with the description of our product and features (screenshare of the product + your voice on the background).

• Small projects participation e.g. Product Tours creation, onboarding support for new customers, etc.

About you:

• 2+ years of experience in customer support or customer-facing role.

• Excellent written and verbal English communication skills.

• Russian language knowledge.

• Passion for helping customers achieve success and get things done.

• Excellent sense of discipline and responsibility.

It would be awesome if you:

• Have ability to create training materials via text and video.

• Have knowledge in mobile marketing.