Support Specialist

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Provides excellent end user, customer care, and support services in respect of the products managed under the client (e.g. Account Access & Registration, Technical Support & Product Questions, General Customer Service, Billing & Payments, Trust & Safety Support)
• Identifies customer’s needs and actively responds to support tickets from client’s users via email
• Remains knowledgeable about client’s approved workflows for incident identification, escalation, resolution, and closure using client’s tools
• Delivers the best services to customers to ensure the highest customer satisfaction with the right procedures
• Investigates and resolves issues such as reports of potentially abusive content with high quality, speed, empathy, and accuracy
• Uses market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of users
• Ensures confidentiality, security, integrity, and privacy of data
• Carries out any other tasks as directed by the supervisor

Who are we looking for?

• Excellent verbal and written communication skills in English and supported market
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
• High affinity and cultural awareness of political and social situations regarding the relevant market or region that will be supported
• Comfortable working with computers and the ability to work with multiple systems
• A deep interest and understanding of instant messaging applications
• Knowledgeable about instant messaging (IM) platform and functionality, including text and voice-over-IP (VoIP) service, voice and video calls, share images, documents, live location, etc.