Support Agent (Night Shift)

Responsibilities

• Provide information support to our business customers: find a solution for each of them. 

• Explain complex things in simple words without distorting the essence. To be an expert in our product and comply with KPI metrics.

• Collaborating with internal teams, including development and product teams, to address complex customer issues and provide effective solutions.

• Compliance with Customer Success principles. Create feature requests and pain points based on interaction with our business customers.

• Develop and maintain a comprehensive knowledge base, FAQs, and other self-help resources to empower customers and support team members with accurate and up-to-date information. Proofread and make necessary changes to ensure consistency in Help Centre articles.

Requirements

• 1+ year experience in support (B2B support will be an advantage).

• Understanding of the basics of Customer Success.

• Understanding of the structure and operation of financial services, trading, cryptocurrency and payment instruments.

• Fluency in English (C1-C2). Russian is an advantage.

• Understanding of Google apps, Slack, Jira, Confluence, Salesforce.

• Minimal copywriting skills.

• Experience working in Intercom. 

Conditions

• Work in a remote mode in EU working hours

• Strong team of professionals and growth opportunities within the company

• Effective management that listens actively and uses data-driven approach to guide decisions

• Comfortable working conditions.

Important information for the applicants: We’ll reach out within 2 weeks should your profile be a match.