Customer Support Specialist

Office

Remote + Office

Pay attention: only those candidates who meet the listed requirements will receive an answer!

A product consists of a web portal, tablet application, and telematics hardware. Back offices use the portal for analytics, drivers, and asset management. The tablet software helps truck drivers with their day-to-day tasks.

Location

Ukraine Lviv

Necessary skills and qualifications

Upper-Intermediate level of English

Minimum 1 year of prior experience in customer service

Proven work experience as a Support Representative will be a plus

Excellent communication and problem-solving skills

Good understanding of computer systems, mobile devices, and other tech products

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications and help desk software (e.g., Salesforce)

Ability to provide step-by-step technical help, both written and verbal

Multitasking skills

Ability to work well under pressure

Responsibilities

Research and identify solutions to software and hardware issues using provided tools

Ask customers pointed questions to quickly understand the root of the problem

Talk clients through a series of actions via phone until they solve a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g., Tier 2, manager, etc.)

Provide prompt and accurate feedback to customers and log cases in Salesforce

Refer to the internal knowledge base, logs, and external resources to provide accurate tech solutions

Ensure all issues are properly logged

Respond to customer queries in a timely manner

Analyze and report product malfunctions (for example, by testing different scenarios or imitating users’ behavior)

Update our internal knowledge base with information about technical issues and useful discussions with customers

Share feature requests and effective workarounds with team members

Gather customer feedback and document it using company tools

Follow a fixed work schedule: Monday, Tuesday, Wednesday, Thursday, Friday (Saturday and Sunday are days off), 9 hours per day (1 hour break included) 12:00 - 21:00