Customer Support Specialist 2/2

Poklyk is a product company specializing in developing and advancing our web and mobile applications, Orderry and Remonline, designed for SME automation. Our services empower businesses to streamline processes and embrace a more technological approach.

As a Customer Support Specialist, you will be responsible for providing exceptional service to the company's clients through various customer support channels and contributing to initiatives aimed at enhancing the overall customer experience.

Please note:
Schedule: 2 days on, 2 days off.
Working hours: 9:00 AM — 9:00 PM or 8:00 AM — 8:00 PM (includes 1-hour lunch).

Requirements:

- Minimum 1 year of experience in customer support (experience in providing support for software products)
- English proficiency at level B2+
- Strong communication skills, both written and verbal
- Ability to collaborate effectively with cross-functional teams
- Problem-solving and analytical skills
- Service-oriented approach with a strong understanding of customer service best practices
- Familiarity with IT support processes and methodologies
- Proven ability to learn and adapt quickly to new tools, software, and technologies
- Experience in troubleshooting software-related issues and applying effective troubleshooting techniques

Responsibilities:

User Communication:
- Communicate with users, address inquiries, and resolve complaints through customer support tools via different channels: tickets, phone, and chat.
- Provide expert guidance to clients regarding the company's products and services.
- Investigate incidents related to product functionality and assist users in their resolution.
- Collaborate with cross-functional teams to ensure timely resolution of customer inquiries.
- Escalate complex or specialized requests to specialized teams or team members.

Support Processes improvement:
- Adhere to performance metrics standards, ensuring efficient work.
- Participate in the development and implementation of new or improved support processes to enhance productivity and service quality.
- Organize and participate in brainstorming sessions and meetings to discuss potential improvements.
- Identify opportunities for implementing innovative solutions and initiatives to improve service quality and customer satisfaction. Participate in the implementation of such initiatives.

Would be a plus:

- Spanish proficiency at level Intermediate+ will be a big advantage.
- Knowledge of other additional languages at level Intermediate+ will be a plus.
- Advanced technical understanding or desire to dive deep into technical aspects would be a strong advantage (ex.: basic programming skills, data analytics and dashboard creation, understanding of webhooks and API integrations, etc.)

Note: Candidates possessing experience or proficiency in the "Nice to haves" are viewed favorably, but these qualifications are not mandatory for the position.

We offer:
- Official employment with all the accompanying benefits.
- Direct involvement in product development, as we discuss each improvement proposal with the entire team.
- The opportunity to work with one of the leading IT companies in business automation is recognized as essential to the Ukrainian economy.
- Flexible working arrangements, whether hybrid or fully remote.
- A chance to join a company recognized by programs like MasterCard Start Path Ukraine and Google for Startups.
- 18 days of vacation, 10 days off, and paid sick leave.
- Access to English language courses for professional growth.
- Reimbursement for professional development activities, including courses, webinars, and related resources