Summary
Support Engineer with 1-2 years of experience in customer service, skilled in troubleshooting and resolving technical issues on a digital platform.
Experienced in handling inbound communications, prioritizing tasks, and escalating complex cases to higher-level support teams.
Fluent in English and French, providing effective bilingual customer support.
Proficient in office tools and basic technical terminology, with a strong focus on delivering timely, accurate solutions and guiding users on platform features.
Preference will be given to candidates with voice/phone support experience.
Locations: Ukraine, Bulgaria, CZ, Slovakia, Poland, Romania
Job Description
We are looking for a Support Engineer to join a cross-functional development team, providing frontline support to users of a digital platform. In this role, you will interact directly with customers, helping resolve a variety of issues - from account access challenges to guidance on platform usage and best practices.
Roles and Responsibilities
Respond promptly and professionally to incoming customer inquiries via phone and email, ensuring timely resolution.
Effectively manage daily workload while maintaining up-to-date knowledge of company products and services.
Fully address customer questions and issues, ensuring they have the necessary support and resources.
Educate users on key platform features and processes to enhance their experience and independence.
Escalate complex issues to higher-level support teams when needed.
Meet or exceed key performance metrics, including response time, resolution time, and customer satisfaction.
Troubleshoot technical issues and provide practical solutions while maintaining a professional and positive attitude.
Key Skills and Qualifications
1-2 years of experience in customer support or a related field.
Strong written and verbal communication skills in English and French.
Excellent problem-solving and critical-thinking abilities.
Customer-oriented mindset with empathy and confidence in communication.
Ability to work both independently and as part of a team.
Basic computer proficiency, including familiarity with office applications.
Understanding of basic technical terminology is a plus.
Additional Information
Supportive and growth-oriented work environment.
Opportunities for professional development through internal events, courses, and certifications.
Flexible working arrangements and comprehensive benefits package.
Technologies and Tools
Office productivity tools and standard computer applications.
Communication via phone and email.
Troubleshooting using technical knowledge and structured problem-solving approaches.
