Full-Time Customer Support Specialist
Job Description
About Gravity R&D
Gravity R&D uses machine learning and Big Data analytics to create personalized user journeys across all touch points for clients located all over the world. The Hungary-based company consists of a highly skilled team of 40 people and it is one of the largest third-party recommendations engine provider in the world, serving over 400 million individually tailored product and content recommendations per day.
Get to know more about Gravity R&D.
About the YUSP Service
YUSP is Gravity R&D’s a self-service SaaS recommendation engine that brings the company’s machine learning power to SMEs at an affordable price. It integrates with any major eCommerce platform and CMS through an intuitive, quick, and largely automated process that requires minimal technical skills.
Get to know more about YUSP and how it works.
About the Role
Provide a full customer service experience to our existing end users and trial users for our YUSP services. Convey customer feedback to support our teams in improving our processes and services. Maintain the YUSP customer knowledge base.
Responsibilities
- Deliver exceptional service as the main point of customer contact
- Provide first class written and verbal technical support
- Assist customers with account setup, configuration, troubleshooting and billing inquires
- Channel customer feedback to the development, user experience, and marketing teams
- Continuously monitor and analyze key user and operational metrics to help drive improvements to our service and support offerings
- Effectively interact with users of all technical skill levels to assess severity level and proactively define, research, and resolve issues and questions quickly and accurately
- Provide timely updates to users, colleagues, and management on the status of outstanding issues
- Maintain detailed issue and activity information by documenting support tickets for all customer interactions and cases
- Educate users to improve feature usage and customer satisfaction
- Manage the service related knowledge base, update documentations with version releases
- Improve internal efficiency and customer satisfaction by proactively identifying opportunities and optimize through automation or build new processes and tools
- Proactively reach out to clients and prospects to promote the service
Skills and Requirements
- Excellent communication skills in English and Hungarian (both written and oral)
- At least one year of customer service, technical support and/or sales experience or recent and relevant training
- Team player but able to work independently
- Ability to learn quickly
- Positive, supporting attitude, patience
- Ability to handle pressure and solve complex problems with limited information
- Analytical skills, high attention to detail and responsible work ethic
- High availability and responsiveness
- Strong interpersonal skills to deal with customers and various teams in the company
Bonus points are awarded for
- Experience working with issue tracking systems
- Experience working with technology-related products and applications with exposure to troubleshooting
- Ability to work effectively cross-functionally with proven track record of driving results
- Ability to work on multiple initiatives at the same time, excellent project management skills
- Ability to review large data sets representing performance and perform a deep dive root cause analysis as required
- Knowledge of query, script and web languages (SQL, JavaScript, HTML, CSS, Java, PHP)
We offer
- Inspiring start-up atmosphere
- Fun and flexible work environment (no dress code, free snacks and beverages, foosball, table tennis etc.)
- Participation in creating state-of-the-art data technologies
- Intercultural experience in a team of young experts
- Long-term career opportunities in a dynamically growing international company
How to Apply
Apply to hr@gravityrd.com by sending us an email including your CV and a cover letter.1755 total views, 0 today