Customer Support Specialist

2 days ago

Belgrade, Central Serbia Mplus Serbia Full time €20,000 - €40,000 per year

The Customer Support Specialists are a business-essential role that serve as the frontline support for our clients, providing SaaS support.

 We're committed to bringing passion and customer focus to the business.

Primary Responsibilities:

  • Develop understanding of internal/external systems and features we support
  • Provide first-class customer support via phone, chat, and ticketing
  • Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues, and resolutions
  • Assist customers with setting up payment terminals, answering chargeback questions, and coordinate with our Pay team as needed to resolve merchant service related issues
  • Identify client issues, help solve them, and escalate as necessary per escalation policy
  • Stay up to date with product developments, feature launches, and policy changes
  • Contributes to the support team during meetings by sharing customer issues, feature requests, program functionality, effective workarounds, and troubleshooting ideas
  • Actively supports colleagues in Team channels by answering questions, sharing quick solutions, and troubleshooting assistance in real time
  • Cross-train to support other functions within the department as business needs require

What we expect from you:

  • Strong ability to problem-solve
  • Previous experience working in customer service role, medical or optical experience preferred
  • Communicate effectively with customers to identify needs and provide solutions
  • Experience or understanding of the US healthcare system is preferred
  • Must have good Microsoft office skills with a working knowledge of Teams, Word and Excel
  • Excellent communication skills, both written and verbal
  • Solid organizational and time management skills
  • Salesforce Service is a plus
  • Willingness to work afternoon shifts (Monday - Friday, 2 pm - 10 pm, or 6 pm - 2 am)

What you will get from us:

  • Possibility of a hybrid model of work after the training period
  • Paid training
  • Opportunity to work with a dynamic, fast-growing team
  • Private health insurance
  • Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries, FitPass...)

If you are ready to contribute to this position, apply now with your CV in English. We look forward to your application

Note: Only shortlisted candidates will be contacted. Best of luck

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