Who are we looking for:

• You are someone who is passionate about servicing customers;
• You guarantee customer satisfaction, product quality, and ongoing customer success;
• You ensure service levels are met and support quality is exceeded while being an important driver for product improvement;
• You participate in customer-facing calls communicating progress updates, action plans, and resolution steps;
• You coordinate root-cause analysis and fixes for complex issues and customers while being necessary for providing a consistent quality experience, bringing new and improved support methodologies to products.

Responsibilities:

• Take care of all requests from customers: track, ensure timing, answers, status update;
• Make and maintain knowledge database and FAQ (Confluence and Gitbook);
• Write guidelines and manuals for customers;
• Communicate with the technical and business development team;
• Build and develop customer support functions;
• Take care of all requests from customers: track, ensure timing, answers, status update;
• Make and maintain knowledge database and FAQ (Confluence and Gitbook);
• Write guidelines and manuals for customers;
• Communicate with the technical and business development team;
• Build and develop customer support functions, Introduce and apply performance metrics to evaluate and improve customer support operations.

Requirements:

• 2+ years of experience in IT industry as Customer Support Specialist;
• 2+ years experience of building and managing Customer Support function in IT company;
• Solid expertise with Jira and Jira Service Desk;
• Expertise in developing and applying performance metrics to measure effectiveness of customer support;
• Experience in running 24x7 support operations and with teams across multiple locations will be an added advantage;
• Experience of writing technical and user documentation;
• Communicating with customers over Jira Service Desk, emails and calls;
• Excellent English (verbal and written);
• Understanding of API, web applications and cloud computing concepts.

Tools we use to work efficiently
Atlassian Jira & Confluence, Slack, GitBook, Miro, Google Docs/Sheets

What we offer
Unique and fascinating opportunity of building the Customer Support function for a leading company in AI for skin care and health in the world. This means freedom in experimenting, brainstorming, and multiple new technologies to try and test.

What's more?
● Competitive salary depending on experience and performance based annual bonus;
● Office in Tallinn headquarters or remote work (from home);
● Friendly, creative, and cohesive team