Customer Support Specialist (B2BSoft)

About US

Headquartered in New York City, USA, B2B Soft is an established leader in the development, implementation, and support of retail management systems (RMS) designed for the wireless retail industry. With over 10 years in business, we have built a best-in-class point of sale (POS) solution recognized by major telecom operators and serving customers across North America.

As a true product organization, we work seamlessly with clients to ensure that the evolution of the platform is always in sync with their business needs, with a solid infrastructure behind it. Recent addition of the autonomous product suite well coincides with the post COVID-19 reality and enables telecom operators to conduct all aspects of their commerce via kiosks.

A client’s success is our priority. Innovation is our tool. We care about customers by going above and beyond in intellect and effort. We are honest and curious. And we are agile, applying our knowledge and skills to best serve our clients and partners. Here, you will work with advanced products, be part of open and transparent culture, learn both IT and business and advance quickly.

Summary:

As a Customer Support Specialist, you will have an opportunity to join a very dynamic team and become a trusted advisor to our clients, with an opportunity to contribute to the overall quality of our product by sharing feedback with the relevant stakeholders. You will interact with US busines owners, learn about the telecom industry and embark on an IT career path within the organization.

Key Responsibilities:

• Help existing and prospective customers by providing timely and accurate information about B2BSoft products
• Identify, analyze, and troubleshoot technical issues and provide effective solutions
• Respond to support queries via phone, chat, and email
• Help Customers with software and hardware configurations, billing, and merchant services related requests
• Provide clear and complete documentation and notes on all service inquiries

Our requirements:

• Fluent/advanced English (MUST!)
• Previous experience in the Support field
• Spanish is a huge + 
• Ability to work night shifts (support working hours 15:00 - 06:00 UTC are covered within 6 shifts)!!!
• An experienced PC user (General Microsoft Windows knowledge)
• Existing technical background or a strong desire to explore the field of software and hardware products
• Training and time-management skills
• Communication and listening
• Understanding of conflict resolution
• Empathy, positive attitude and Self-Control

Optional:
 
• Technical background and IT education
• Experience in working with CRM and Jira;

Compensation/Benefits:

Our culture is a collaborative, hands-on community where all voices are welcome at the table and existing associates’ welcome new employees with open arms. We are in an exciting phase of accelerated growth, and we welcome motivated individuals keen to hit the ground running. We also offer career and proficiency development plans and free English courses with native speakers.