Global Customer Support Professional

Há 5 dias

Rio Grande do Sul, Brasil beBeeCustomer Tempo inteiro R$80.000 - R$150.000
About Our Company

Our organization focuses on providing Language AI services for global businesses. This industry is vast and has various needs.

The traditional process in this market results in high costs, poor turnaround times, and quality issues. We aim to change this by delivering high-quality, instantaneous translations or generating new content in any language through our customer-specific multilingual content library.

The AI output is refined through human editing by client reviewers or experts from our embedded global marketplace of linguists and content editors. This feedback loop ensures consistent and customer-tailored results.

Mission

A Support Specialist at our company addresses customer needs with empathy, passion, and clear communication, collaborating closely with the product team to report feedback and escalate issues as needed.

This role delivers excellent support to amazing users, maintaining a great customer satisfaction rate.

Key Outcomes
  • Keep the CSAT above 96%
  • Ensure SLA goals are met (target > 95%)
  • Keep the quarterly churn level below 3%
Your Responsibilities
  1. Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
  2. Engage with customers via tickets during respective shifts
  3. Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours
  4. Benchmark and troubleshoot complex issues
  5. Develop and maintain documentation for the user's help center and internal usage
  6. Evaluate and escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
  7. Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams for top-notch customer experience
Requirements
  • Practice consistently the values of customer obsession, empathy, ownership, and openness
  • Excellent written and spoken English communication skills
  • Basic knowledge of Python scripting, APIs, HTTP request methods, XML, JSON, file structures, XPath, and Regex expressions
  • Experience with localization and translation is a plus
  • Possess exceptional troubleshooting and problem-solving skills
  • Ready to work in a highly intense startup environment requiring extreme focus, strong sense of ownership, and persistence
  • Open to constructive feedback and opinions of others

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