Customer Support Agent
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Job Description
Customer Support Agent at Keiki providing quality user support for educational products. Role includes handling user inquiries and assisting with product functionality.
Responsibilities:
- Опрацьовувати звернення користувачів (email-канал) відповідно до SLA та внутрішніх стандартів якості
- Працювати зі структурою тікетів (теги, типи запитів, категорії тощо) для коректної подальшої аналітики звернень
- Ескалювати складні або нестандартні кейси згідно з внутрішніми гайдами
- Бути в курсі функціоналу продукту, оновлень та політик підтримки.
Requirements:
- Рівень англійської мови B2–C1, чітка та зрозуміла письмова комунікація
- Здатність швидко навчатися, адаптуватися до змін і працювати в швидкому темпі
- Уміння ефективно працювати з кількома задачами одночасно
- Розуміння продукту та вміння бачити контекст користувацьких запитів
- Емпатія та клієнтоорієнтованість
- Відповідальність і готовність брати ownership за результат
- Уважність до деталей, структурне мислення та навички вирішення проблем
- Вміння помічати інсайти та розпізнавати повторювані патерни.
Benefits:
- Корпоративний лікар
- Медичне страхування після випробувального періоду (2 місяці)
- 20 днів оплачуваної відпустки
- Можливості для карʼєрного зростання — ми цінуємо розвиток і навчання та забезпечуємо простір, де можна розкривати свій потенціал.
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