Technical Support Agent

About the role: 
We are seeking passionate individuals to join our Customer Success unit and assist us in maintaining a high level of customer support.

Job responsibilities:
- Communicate with b2b clients via Front APP and assisting them in finding solutions;
- Help the client find the optimal solution for their business;
- Work with our REST API to solve requests related to integration;
- Analyze situations and building logical chains;
- Stay calm and professional in challenging conversations;
- Stay within tone of voice and KPIs:
Average first response time < 3 min
Average response time < 4 min
Customer satisfaction rate > 96%

Job requirements:
- 1 year+ of experience in customer service or client management;
- English B2+ level or higher (both written and spoken);
- Resilience and the ability to remain friendly under pressure;
- Strong analytical thinking and attention to detail.

Nice-to-have advantages:
- Experience working in the B2B service;
- Understanding and hands-on experience with REST APIs;
- Knowledge of affiliate marketing principles and market specifics.

Benefits:
- Step into an opportunity to become the go-to top-level support expert in a fully bootstrapped SaaS company. You’ll gain firsthand experience solving high-level client challenges, shaping processes from the ground up, and building your career at the very front line of product and customer success;
- Fully Remote;
- Work shifts (from 9:30 to 18:00 or from 15:30 to 00:00 UTC + 03);
- Competitive salary based on experience and skills;
- Ability to grow with the company within a transparent Grade System;
- Enjoy a generous vacation package of 21 working days accumulating per year;
- Take advantage of 7 paid sick leaves annually, no doctor’s note required;
- An inclusive and adaptable team culture;
- Additionally, you’ll receive 14 Flexible holidays per year;
- Team Buildings and Happy Hours.