Customer Support Specialist

Há 5 dias

Cuiabá, Brasil EverHelp Tempo inteiro

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund. EverHelp is a company in the Genesis ecosystem. We're a team of professionals, that's developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we've experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%. Role Mission: Support our new partner's growth by strengthening client success and delivering ongoing, high-quality support. Your future responsibilities include: - Handle customer inquiries via phone, email/back office, and chat, - Meet service quality targets: - Voice: Call abandon rate 2%, first contact resolution > 80%, CSAT > 4.5/5, - Email/Back Office: ≥95% accuracy, rework ≤5%, - Chat: ≥95% first response within 60s, ≥85% resolved within SLA, CSAT ≥4.5/5, - Work on a variety of cases with opportunities for continuous learning, - Collaborate closely with an international partner on diverse and engaging tasks, - Work within business hours across time zones from PST to EST. Needed experience & skills: - 6+ months of experience in a customer support role, - English level C1, US-native or near-native proficiency, - Fast and accurate typing skills, - Strong digital literacy, - Clear and effective communication skills, - Critical thinking and confident decision-making, - Excellent time-management and multitasking abilities, - High level of empathy and emotional intelligence, - Strong attention to detail, - Agility and resilience in a fast-paced environment. Nice to have skills: - Experience with support software (e.G., Zendesk, CRM systems), Work with EverHelp is about: - 20+ vacation days and unlimited sick leaves, - Ability to work fully remotely, - A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level, - Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past. Submit your resume and join our team

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