is a global leader in data collection and business process optimization software. Beginning in 2002, our mission has been quite simple: To help organizations solve their data-driven challenges and become more efficient in the process.
19 апреля 2021 Первая работа

Customer Support Specialist (вакансия неактивна)


We are looking for a Support Analyst to assist our customers with problems when using KeySurvey and applications.

Should also be familiar with common IT software (i.e. MS Office suite, Salesforce, JIRA) and standard support/escalation processes.
Candidate is expected to support different schedules:
8-15 Kyiv Time;
10-18 Kyiv Time;
14-22 Kyiv Time;
17-01 Kyiv Time;
23-8 Kyiv Time.

• Respond to incoming customer queries via phone, email or chat;
• Identify customer needs and help customers troubleshoot and consult on specific use cases or issues;
• Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users);
• Update our internal databases with information about technical issues and useful discussions with customers;
• Identify when issues require further escalation and engage with offshore teams for technical issue resolution;
• Provide trainings to new customers;
• Share feature requests and effective workarounds with team members;
• Follow up with customers to ensure that their technical issues are resolved;
• Gather customer feedback and share with our Product, Sales and Marketing teams.

• Fluent English;
• Excellent written, communication, and problem-solving skills;
• Ability to multi-task and prioritize issues;
• Patience when handling tough cases;
• Customer focused, experience in handling issues and or customer complaints;
• Experience working with offshore technical teams is a plus;
• Experience using common IT software (MS Office Suite — Word, Excel, Outlook, JIRA) help desk software, and remote support tools (i.e. Go to Meeting, WebEx).

We Offer:
• Сhallenging and exciting work;
• Ability to work remotely;
• Convenient coworking space just a few minutes from the subway (right after the quarantine);
• Social package including health insurance;
• Direct contract with US-based company.