Customer Support Representative
Skills
About the Role
You will provide high-quality customer support across multiple channels, resolving issues and guiding customers through solutions. You will contribute to and expand the multi-language knowledge base, collect and relay customer feedback for product improvement, escalate bugs, and meet SLA and KPI targets while communicating clearly and professionally.
Requirements
- Customer support experience with multi-chat handling
- Advanced English spoken and written
- Fast learner able to handle complex information
- Flexible and adaptable to changing environments
- Strong communication and interpersonal skills
- Problem-solving
- Well organized and detail oriented
- Multitasking and ability to work under pressure
- Customer-focused mindset
- Experience with Zendesk or Freshdesk (nice to have)
- Experience with Atlassian tools (nice to have)
- Interest in blockchain and the crypto ecosystem (nice to have)
Responsibilities
- Identify and assess customer needs
- Answer client questions and resolve issues
- Provide accurate and complete information using available tools
- Contribute to the multi-language knowledge base
- Collect customer feedback and translate it into product suggestions
- Build relationships and trust with customers
- Identify and escalate reported bugs and issues
- Proactively communicate updates and improvement opportunities to customers
- Provide high-quality support within SLA timeframes
- Meet personal and team KPIs
- Follow communication procedures and policies
- Go the extra mile to engage customers
Benefits
- Premium tariffs for company product
- Semi-remote work with flexible hours
- Home office allowance
- Virtual share options scheme after probation
- Comprehensive medical insurance after probation
- 20 business days paid leave
- 12 paid floating holidays
- Paid sick leave
- Birthday and anniversary leave
- Length of service holidays
- Online events for learning and enjoyment
- Coworking facilities and parking compensation in Wrocław or Kyiv