Customer Support Representative (English B2)

We are looking for a Customer Support Specialist with technical skills to provide excellent service within our project. The project involves providing continuous support for three platforms: Help desk system A tool that helps sellers remain competitive across various marketplaces A tool that enables users to obtain positive feedback As the first line of support, agents should possess a deep understanding of troubleshooting processes and methodologies, as well as the ability to effectively address a range of issues. Mastery of the escalation process is equally important, making proficiency in both areas essential.

Requirements

• Excellent English, written and spoken (B2.2)
• Outstanding written and verbal communication prowess
• Background in customer support or experience in a SaaS project
• Ability to act in non-standard situations Ability to explain the complex in simple words
• Professional attitude A strong technical mindset is mandatory: the ability to investigate systems, identify issues, and learn independently through hands-on exploration.

Responsibilities:

• Provide telephone support by answering product-related questions (calls, tickets, and chats).
• Manage upgrades through proper escalation channels.
• Process or escalate cancellations based on the client tier.
• Explain the technical details of the projects to customers.
• Address and resolve customer complaints effectively.
• Manage refund processes after obtaining internal team approval.
• Operate live chat support for pre-sales inquiries.
• Offer post-sales support via live chat.
• Answer technical questions through a live chat interface.
• Provide billing support to customers across all communication channels.

Work conditions

• Remote work
• The probation period is two months 2 non-fixed days off per week n 00:00 — 08:00 m 08:00 — 16:00 d 16:00 — 00:00