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Customer Support Specialist

Be part of something amazing.

Customer Support Specialist

Posted on: March 14, 2023

Contract type: Full Time

Location: Skopje, Macedonia

Customer Support Specialist

Job description

With offices in Skopje, Brighton and Miami, and a team in Serbia, Sopro provides sophisticated digital marketing services to forward-thinking businesses, from boutique startups to global brands and sector leaders.

We have spent seven years redefining B2B demand generation techniques and proving that there are more predictable, higher quality ways to harness technology to create demand.

Receiving a Best Place to Work award by the UK Business Awards 2021, we’ve been busy collecting awards for our people, service, technology, and business results. With >100% revenue and headcount growth 7 years running we are proud to be one of the UK’s fastest growing digital marketing agencies.

Sopro is part of the Sopro Holdings group.

The role

We have an exciting new opportunity for a Customer Support Specialist to play an important role as the first point of contact for clients contacting the Help Desk for our SaaS product. We are looking for a strong communicator who can work successfully across multiple teams to resolve issues in a timely manner. As our ideal candidate you would have to be a tech-savvy product expert with strong attention to detail and the ability to go beyond clients’ initial requests to understand their underlying needs.

Sopro has evolved at a whirlwind pace and is growing even faster. You will play a pivotal role in supporting that growth and the growth of our product, and right candidate will want to embrace this opportunity. We take pride in cultivating a passion for development and culture internally and so you should also be motivated by these qualities, and similarly avid about working with some impressive internal stakeholders.

Looking to join our Ops team?

Learn about our culture, career development and what it's like to be part of the Sopro team.

Key responsibilities
  • Update CRM system with client’s feedback, specific needs and requirements
  • Provide tier 1 software support for our clients via the live chat, service desk, email and telephone by troubleshooting and maintaining frontend systems
  • Develop new tools to improve business processes
  • Implement and manage on screen help ideas via our online helpdesk
  • Communicate client information and requirements to the appropriate in-house team
  • Contribute ideas for future enhancements and new software features
  • Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released
  • Achieve and maintain relevant KPIs and SLA’s
  • Multi-task and track a high volume of open tickets at various stages of completion
  • Work with multiple teams to find, analyse and resolve ticket issues
  • Communicate the root cause to client in non-technical terms
  • Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction
  • Escalate issues, as required
  • Provide recommendations to the Product team about how to improve client experience
  • Work closely with Customer Success Managers to maintain continuous knowledge of accounts
  • General administrative duties as required
  • Previous experience in a SaaS B2B environment
  • Demonstrable experience in Customer Service / Support
  • Technology skills with a good aptitude for learning new software
  • Quick learner and forward-thinking self-starter
  • Excellent written communication skills to talk about software in a non-technical way
  • Resilient with the ability to problem solve
  • A critical thinker, who loves nothing more than coming up with creative solutions to overcome obstacles and challenges
What we offer

At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer:

  • Career progression plan – Well-structured career progression path supported by regular 360-degree feedback.
  • Yearly Bonus – Company profit sharing; We believe in sharing in our success, as such we’ll reward your loyalty by sharing 10% of the company’s net profit with employees.
  • Extended annual leave;
  • Private healthcare insurance;
  • International travel – You will have the opportunity to travel and work side by side from different Sopro offices/locations.
  • Learning and Development – A learning platform to encourage you in personal and professional growth additionally supported by mentorship, external training, and certification when needed.
  • Hybrid working – 3 days from home, 2 days in the office, and if you want to come every day – you surely can!
  • Wellbeing package adapted to the needs of our people. Regular sports, social activities, and lots of healthy snacks.
  • Your work matters – We have an open door policy and value your opinion. Ideas are heard and genuinely put into practice.
  • We are rapidly expanding which also offers a fantastic opportunity to progress to more senior roles.

Think you're the person for this role?
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