Support Specialist for a Shared Team

*** PLEASE DO NOT APPLY FOR THIS POSITION IF YOU DO NOT HAVE AT LEAST 2 YEARS OF EXPERIENCE IN CUSTOMER SUPPORT ROLES IN A SAAS INDUSTRY ***

We’re looking for a motivated, independent, can multitask, and with a strong work ethic Support Specialist. The successful candidate will be part of a shared team that will support a few clients simultaneously by phone, email, and chat.

• Provide customer support by phone, email, and chat in a timely manner.
• Analyze, triage, and troubleshoot cases that need technical help and ensure that proper troubleshooting steps are done prior to escalation to the right department.
• Be proactive and take initiative in improving work processes.

Requirements:
• Excellent English communication skills: verbal, writing, and reading
• A proven experience in customer support roles for at least 2 years
• Able to learn quickly and multi-task as we are supporting a few clients/accounts simultaneously
• Flexible to work on a shifting schedule - night shifts, overtime, and swing shifts as the team is covering 24/7 support
• Professional work environment: good quality computers, headsets, and stable internet connection.

Nice to have:
• Experience in supporting point-of-sale systems or property management systems for the hospitality industry
• Experience in eCommerce accounts - with Shopify/WooCommerce/ShipStation
• Proven knowledge and experience with leading Help Desk software such as Zendesk, Freshdesk, Zoho, and Intercom

Work Schedule:
• This is a full-time position in a work-from-home setup. The team is covering 24/7 support and the length of a shift is 8 hours.

TO APPLY FOR THIS POSITION, FOLLOW THE INSTRUCTIONS BELOW:
1. Include the phrase "Shared" in your SUBJECT.
2. Send a COVER LETTER with a LINK to your CV/Resume.

***APPLICATIONS WITHOUT CVS/RESUMES WILL NOT BE CONSIDERED***