Associate Support Specialist

We are looking for a Customer Support Specialist (English) with strong troubleshooting and analytical skills to join our team. In this role, you will handle complex customer inquiries, diagnose issues, and provide effective solutions that meet our service standards. Your ability to think critically and communicate clearly in both languages will be key in ensuring customers receive accurate, efficient support. If you enjoy solving problems and thrive in a role that combines technical understanding with customer interaction, we’d like to hear from you.

Requirements:

• Fluency in English (B2-C2);
• Strong problem-solving skills with the ability to analyze complex issues and identify practical solutions.

Will be a plus:

• Preference will be given to candidates with experience in a customer-facing role;
• Familiarity with Zendesk, Jira, and Hubspot or other CRM systems;
• Experience with troubleshooting software, hardware, or system issues; ability to diagnose and address technical problems efficiently;
• Some background knowledge of SEO.

Responsibilities:

• Deliver exceptional customer support across multiple channels, including online chat, ticket systems, and email, ensuring timely and accurate responses.
• Collect, document, and prioritize customer feedback to help improve products, services, and processes.
• Troubleshoot and resolve customer issues, providing clear explanations and guidance.
• Escalate complex issues to the appropriate teams, ensuring a seamless handoff and follow-up until resolution.
• Maintain and update customer records in the CRM system with accurate and detailed information.
• Proactively identify recurring issues and suggest improvements to reduce support volume and enhance customer satisfaction.
• Provide customers with step-by-step solutions or educational resources to help them maximize the use of products and services.

What we offer:

• 22 days of paid time off, plus your local national holidays
• Flexible work hours and a culture that trusts you to manage your time
• Private medical insurance or a medical allowance (depending on your location)
• Extended paid sick leave so you can fully recover without worry
• Career map with growth opportunities
• Support for wellbeing and L&D
• Best hardware for your work (team Apple)
• An award-winning product loved by thousands of customers worldwide
• A transparent, flexible culture with people at the core of everything we do
• Events that are actually fun