B2B Customer Support Agent
Remote · B2B Support
We are currently looking for a highly skilled professional to join our B2B support team.
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 Center articles.
Requirements
Minimum qualifications:
- Minimum 1 year experience in B2B Customer Service.
- Understanding of the basics of Customer Success.
- Minimal copywriting skills.
- Fluency in English (C1, C2). Additional knowledge of other languages (Russian, French, German, Italian) is an advantage.
- Knowledge and understanding of what cryptocurrencies are and how Blockchain works, at least at a basic level.
- Ability to quickly grasp difficult topics and assimilate large amounts of information.
- A sense of responsibility and team work spirit. Attentiveness, politeness and strong communication skills.
Nice to have:
- Experience working in Intercom.
- Understanding of the structure and operation of financial services, trading, cryptocurrency and payment instruments.
- Understanding of Google apps, Slack, Jira, Confluence, Salesforce.
- Experience working in remote teams.
Conditions
- Remote work.
- Shift schedule (alternating morning and evening shifts).
- MacBook for work.
- Flexible holiday schedule.
- Quarterly performance based bonus (at the end of probation).
- Professional growth opportunities within the team and the opportunity to grow in any direction within the company.
- A small but awesome team of highly skilled professionals.
Important information for the applicants: We’ll reach out within 2 weeks should your profile be a match.