Customer Support Specialist

Há 2 dias

Jaguariúna, Brasil FBS Inc. Tempo inteiro

FBS is a global trading and investment platform focused on users. The mission of FBS is to create the most convenient tool on the market for fast financial transactions, investing, and trading with quick adaptation to the user's preferences and pursuing interests.
Our team consists of more than 450 professionals from 15 countries. As for the company’s geographic coverage, FBS established its main regional presence in South-East Asia, Europe, South America, Africa, and Australia.

You will:

Provide prompt and effective assistance in chats and tickets, responding to customer inquiries based on the knowledge base and training materials.
Maintain KPI levels in accordance with department standards.
Stay informed about company policies, announcements, and updates to ensure effective communication with customers.
Adhere to assigned working hours and demonstrate punctuality in scheduled shifts.
Identify and report system errors or service disruptions to the team lead or mid/senior agents in the absence of the team lead.
Escalate complex customer issues to the team lead or mid/senior agents to ensure proper follow-up and resolution.

It's a match if:

You speak English, Spanish and Portuguese fluently.
You have excellent communication skills and quick and efficient problem-solving abilities.
Excellent customer service skills: you are empathetic, accurate, compassionate, responsive, resourceful, and conscientious. You can find an approach to all types of people.
You are ready to work 40 hours per week with a shift schedule (flexible hours).

Nice to have:

Work experience in customer support.
Experience with Jira and Confluence.

We offer:

Expertise development. Work in a team with top-notch professionals in their field. Opportunities for networking, exchange of experience, and internal and external training at the company's expense.
You get to affect the result. There’s no bureaucracy or the need for a large number of approvals. The processes within the team are subject to change – you can easily control their development and alignment of global operations.
Comfortable conditions. Remote work and friendly atmosphere. Rich corporate life.
Stability. Competitive official salary, advanced benefits system (medicine, additional pay on sick leave, etc.).

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