We are the TechTellent team of dedicated specialists with a reliable approach to the job and interesting passions and life goals.
We are seeking a committed Customer Service Manager to provide exceptional support for our core product - the Platform. As the sole specialist in the support team, this role demands a responsible attitude and the ability to take ownership of resolving and processing customer requests in accordance with SLAs.
What You Will Do:
- Develop an in-depth understanding of our product to provide effective support.
- Provide consultancy to clients on technical aspects of the company’s product through emails, chats, and do initial analysis of client requests.
- Collect, understand, and document client issues and information.
- Efficiently escalate client requests to the appropriate team for resolution when necessary.
- Evaluate the speed and quality of client request processing.
- Provide clear and timely responses to clients regarding the resolution of their issues.
- Write and regularly update technical documentation.
- Act as the primary point of contact for clients during the integration phase.
- Monitor project progress and report to all stakeholders.
- Create and enhance support-related processes.
- Be available on-call during out-of-office hours for highest priority support issues.
Requirements
- Minimum of 2 years of experience in a Customer Service Manager, Customer Care Agent Support, or Technical Customer Support Representative role.
- Experience with IT or complex technology products, preferably in the Gambling/Betting industry.
- Familiarity with HTTP(s), REST, and Web API technologies.
- Proficiency in Atlassian tools (Jira/Confluence).
- Ability to handle technical discussions and coordinate tasks with clients effectively.
- Excellent command of written and spoken English.
- Strong communication and analytical skills.
- Good problem-solving abilities with a focus on quality.
- Capability to work independently and as part of a team.
Benefits
Get corporate laptop to work comfortable.
Practice you English among foreign colleagues.
Develop your hard skills by taking interesting trainings and courses.
Use 20 working days of vacation and 15 days of sick leave for having work-life balance.
Use health insurance and don't worry about the details.
Ukraine
