Customer Support Senior Specialist

Deadline: 11 March 2021

Employment term: Permanent

Category: Other IT

Job type: Full time

Location: Yerevan

Job description:

DISQO is a next-generation consumer insights platform. We provide the highest quality consumer data to the world's largest market research agencies, analytics companies, and brands. We operate one of the world's largest true consumer insights panels. This data helps our clients understand user behavior, build better experiences, and make better decisions. We utilize cutting-edge technology and innovative, out-of-the-box strategies to collect and analyze insights which help shape the products and services of tomorrow.

This is a great opportunity to join a fun, exciting & highly motivated team and upgrade your skills while creating real impact. We use a modern tech stack and cloud infrastructure. We are not only looking for work experience, but rather the willingness to step up to challenges and the ability to learn quickly.

We believe the best software is written and managed by small teams that know how to make the impossible possible. We use agile software development techniques and modern tools to focus our efforts on solving our business goals. We use OKR’s to track everything we do. We deliver early and often. We obsess over our code, architecture, and infrastructure. And we believe that these practices lead to higher quality products.

Job responsibilities

  • Manage large amounts of incoming Customer care requests
  • Manage large amounts of incoming product department requests
  • Troubleshoot, resolve and provide excellent customer service within SLA via different channels such as tickets, live chat, forums, phone call etc. 
  • Identify, prioritize and escalate Customer issues to Product, Marketing,Management, Tech. departments
  • Follow up to ensure resolution by providing accurate, valid and complete information
  • Continually test the product, identify bugs and report it to relevant teams  through Jira or Trello. 
  • Keep records of customer interactions, process customer accounts, and file documents
  • Prepare presentations, manuals about product and/or process and introduce to teammates
  • Prepare product or service reports by collecting and analyzing customer information
  • Follow SOP and make sure to meet all SLAs keeping high CSAT
  • Stay current with company products, services, changes and updates
  • Assist customer support representatives with daily duties upon request.

Required qualifications

  • At least 2 years of Customer Support experience in IT or IT related sphere
  • At least 1 year experience  in creating a product documentation and knowledge-base content in English
  • Strong customer service skills including phone support and live chat client processes and procedures
  • Advanced knowledge of ticketing and live chat desks like Freshdesk, Salesforce, Zendesk or similar systems
  • Basic knowledge of network, database, web and mobile tools
  • Knowledge of agile development methodologies is an advantage
  • Knowledge of Jira, Trello is an advantage
  • An upbeat and positive attitude, with the ability to work both in a team environment and independently
  • Detail-oriented with the ability to multitask, prioritize, and manage time effectively
  • Customer orientation and ability to adapt/respond to different types of characters
  • Ability to stay motivated at complex situations and motivate the team as well
  • Ability to Capable to work evening shift and at weekend (upon need)
  • Ability to be part of an "on call" after-hours team (upon demand).

Required candidate level: Senior

Additional information

Perks & Benefits:

  • Premium health insurance, family package
  • Stock options
  • Lunch coupons
  • Team building activities
  • Opportunity for sharing best practice with our US office
  • Weekly massage day
  • Catered lunches at the office
  • Healthy food kitchen

Soft skills

Teamwork

You can apply for this job just by following Application procedure.

Application procedures

Please, follow the link to apply for this role: https://jobs.lever.co/disqo/adcc2e30-08e3-4565-b694-ad4287b1ca89

Please clearly mention that you have heard of this job opportunity on staff.am

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American DISQO in Armenia

American DISQO IT company, which has recently attracted USD 13.5 million investment, announced opening of its branch in Armenia.

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$13.5 Mln Funding, 30 Vacancies: DISQO - American Tech Company Opens New Branch in Armenia

Yerevan - October 2, 2018 - DISQO, a fast growing tech company from the US, announced $13.5 mln in funding and is establishing a new branch in Armenia. The company provides the highest quality first-hand consumer data to the world’s largest market research and analytics companies. At this new stage of development, the Armenian founders  are tapping into Armenia’s innovative potential...

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staff.am visit at DISQO Armenia

We hosted staff.am team in the scope of #StaffCoverages to talk about our Armenia office, our accomplishments, and plans for 2020. 

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Benefits

Annual bonus
Annual salary review
Medical insurance
Teambuilding and corporate events
Stock options
Complimentary tea, coffee and refreshments
Family medical insurance
Company performance-based bonuses
Day offs
Staff referral program
Free meal(s)/Coupons
Gamezone or fun activities
Flexible working schedule
Free parking
Massage
Corporate swags from Company Swag stores

Contact details

Website http://www.disqo.com

Address: 16 Halabyan St., Yerevan, Armenia

Find DISQO on social media