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Anna Tkachova
Senior Technical Recruiter | AI Headhunter
Your Responsibilities & Problems You’ll Solve:
Provide customer support using a variety of communication methods, including email, telephone, and CRM tools like ZenDesk and JIRA
Resolve queries related to site navigation, metric calculations, and other platform-related issues
Provide timely and accurate updates to clients and creators regarding their technical issues
Collaborate with internal teams such as Customer Success, Brand Management, Product, and Tech to troubleshoot on behalf of clients and escalate necessary site issues
Improve the customer experience by collecting and summarizing feedback to provide to internal teams
Create and consistently enhance processes and materials to boost both efficiency and the customer experience
Stay updated on new features and product updates, ensuring this knowledge is communicated effectively to team members and clients
Qualifications You Bring:
2-4 years of experience in a customer-facing position within a SaaS company
Proven experience in troubleshooting technical issues within a SaaS platform, working collaboratively across multiple teams
Ability to understand and resolve client’s technical issues through creative problem-solving and communication
Excellent communication skills, with the ability to convey complex information clearly and concisely across multiple levels of the organization
Ability to build customer trust through honesty, integrity, and authenticity in all interactions
Proficiency in comprehending issues and discerning when to escalate to other teams, aiming to eliminate any potential client friction point
Strong attention to detail, ensuring all client and internal requests are handled with accuracy and care
Adaptability and resourcefulness, especially in a fully remote work environment
Basic problem-solving abilities, coupled with a desire to take on responsibility
Experience with Influencer Marketing/Digital Media is a plus but not required
Nível de experiência
Pleno-sênior
Tipo de emprego
Contrato
Função
Tecnologia da informação
Setores
Atividades dos serviços de tecnologia da informação
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