Customer Support Specialist (Remote)

UpSkill is a recruitment agency ready to go the extra mile to help candidates find the best possible job opportunity. Our team of experts is well-versed and experienced in consulting and providing long-term HR support. We believe that being friendly is the best policy, and thats why we are eager to help you through the whole lifecycle of recruitment. Our team comes with 15 years of recruitment experience behind its back. At any given moment, we can offer multiple opportunities from different companies in need of a wide variety of talent. If you are interested in starting a new job, we will present you with multiple opportunities, will be there to answer all your questions, help you prepare for interviews and tests, provide essential feedback and even guide and support you through the process of recruitment up to the first day at your new job. We support both large international and local companies in growing their business, providing them with the best talent to help them succeed! Our current client is an US software company who is currently building its local remote team in Bulgaria. On their behalf, we are looking for an experienced Customer Support Specialist who would be willing to join and help them grow on a local and global level. If you are curious about this exciting opportunity, then this might be the chance you have been waiting for! Responsibilities: Drive customer satisfaction by providing exceptional support and assistance with complex inquiries, primarily through our chat platform; Diagnose and troubleshoot issues, escalating them when necessary to appropriate departments, including Customer Success, Product, and Engineering; File Jira tickets for any potential technical issues, detailing the nature of the problem for swift resolution. Act as the customers point of contact throughout the issue resolution process, providing timely updates and maintaining a professional, helpful demeanor; Collaborate with cross-functional teams to ensure customer issues are addressed promptly; Create and maintain customer-facing Help Center articles to support self-service, ensuring content is accurate, accessible, and aligned with customer needs; Utilize AI tools to enhance efficiency and accuracy in customer interactions; Identify common issues or patterns in customer feedback to proactively suggest solutions or improvements. Requirements: Prior experience (5+ years preferred) in a customer support role, preferably in a SaaS, tech, or similar industry; Strong written and verbal communication skills with a clear, professional English accent; Familiarity with chat support platforms and ticketing systems, ideally Intercom and Jira; Ability to multitask effectively, balancing multiple chat interactions at once; Proactive problem-solver who is comfortable handling escalations and seeking additional resources when needed; Excellent time management, organization, and prioritization skills; Extreme attention to detail, accuracy, and quality in every interaction; Basic understanding of customer service metrics and KPIs, with a commitment to achieving high standards in customer satisfaction; Preferred: Experience leveraging AI tools to assist in customer support operations; Authorized to work in the relevant region and able to pass a background check. The Company offers: Excellent remuneration package; Opportunity to develop in a multinational corporate environment; The option to work from the comfort of your home, while driving the global team growth. If you meet the above-mentioned criteria, dont hesitate to apply! We welcome the opportunity to learn more about you! Please send your CV in English. Please note that only short-listed candidates will be contacted. License 2826. We will treat your application with full confidentiality!