Senior Customer Support Agent
about-project :
- ⚙ Our toolkit: Slack, Notion, Google Workspace, ClickUp, Intercom, internal CRM system
- There is an expectation to do a few night shifts per month.
responsibilities :
- Responding promptly and professionally to customer inquiries, questions, and complaints via various channels, including email, live chat, and social media platforms.
- Providing accurate and detailed information about Ramp Network’s products, services, and platform functionalities.
- Troubleshooting and resolving customer issues related to onboarding, transactions, and technical difficulties.
- Collaborating with internal teams, including development and product teams, to address complex customer issues and provide effective solutions.
- Proactively identifying patterns or trends in customer inquiries and provide feedback to improve product features and user experience.
- Assisting in creating and updating customer support documentation, including FAQs, knowledge base articles, and user guides.
- Contributing to the continuous improvement of customer support processes and workflows, including analysis and creating reports
- Maximising customer satisfaction, and identifying areas for new / additional training or knowledge checks.
- Maintaining a positive and empathetic attitude while working under pressure to ensure customer satisfaction and retention.
- There is an expectation to do a few night shifts per month.
requirements-expected :
- Experience in a customer support role of at least 1. 5 years.
- Strong interpersonal and communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical individuals.
- Excellent problem-solving and analytical skills, with a keen attention to detail.
- Ability to work independently and as part of a team in a fast-paced and dynamic environment.
- Proficiency in using customer support software and tools for ticket management and communication (i. e. Intercom).
- Proven ability to multitask and prioritize workload effectively.
- Patience, empathy, and a genuine passion for providing exceptional customer service.
- Proactive approach to professional development, eagerness to embrace new challenges and learning opportunities.
offered :
- Competitive salary
- Equity package: share in our success
- Zero-fee crypto purchases via on-ramp!
- 6500- 7200 PLN gross (contract of employment, contract of mandate)
- Health & wellbeing
- Private medical care package
- Gym pass for you and your partner
- Dedicated time off for yearly health check-ups
- Development & Growth
- Self-development and conference budget
- Language lessons
- Internal workshops and activities supporting growth and mental health
- Great working environment
- Modern and comfy offices in Warsaw and Wroclaw, which has everything you'll need to excel and collaborate with your team
- Hybrid working
- The best laptops and kit to work on
- Internal Tech meetups on-site & online
- Socials
- Lunch on us twice a week for you to connect your with fellow Rampers
- Healthy snacks and beverages in the office daily
- Team socials funded by us
benefits :
- sharing the costs of sports activities
- private medical care
- sharing the costs of foreign language classes
- remote work opportunities
- flexible working time
- integration events
- computer available for private use
- corporate library
- no dress code
- coffee / tea
- drinks
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