Overview

Responsibilities:

  • Respond to inbound chats in a timely and professional manner with a primary focus on customer satisfaction;
  • Identify customer needs and help customers use specific features;
  • Remain updated on all the changes and services that the company offers;
  • Communicate with the Team Leader and internal departments when a case requires escalation;
  • Work extensively with other teams and business units on mapping user feedback;
  • Champion customer needs internally by providing feedback and escalating cases, ensuring that they receive the attention they deserve;
  • Present weekly Reports based on Customer Complaints;
  • Help implement community guidelines and policies;
  • Contribute to long term operational goals, automation, and workflow optimization.

Required Qualifications:

  • At least 1 year of experience in Technical Support/Customer support;
  • Experience with Zendesk, Freshdesk, Intercom or other Live Chat Customer Support software;
  • Online customer support experience with software products;
  • Familiarity with PicsArt, its features, and audience. Strong passion for visual art tools;
  • Familiarity with Agile workflows;
  • Experience with e-shops and online payment systems troubleshooting and support (PayPal) is a plus;
  • Experience supporting web applications is a plus;
  • Advanced usage and quick learning of software, web and mobile applications;
  • Excellent communication, problem-solving and organizational skills;
  • Strong leadership skills;
  • Strong and confident personality, able to push users feedback and advocate it on company level;
  • Ability to work within a team and with other departments;
  • Ability to state own ground and take ownership of projects and tasks; 
  • Ability to respond to issues and meet deadlines;
  • Flexibility and ability to adjust to a non-normative schedule, work on holidays and weekends, ability to work in night shifts;
  • Advanced or native knowledge of English, advanced knowledge of another additional language is a plus.