Customer Support Specialist - Spark team

Customer Support Specialist contributes to keeping Readdle customers happy and satisfied with the complete range of our products.

Spark Support Specialist is a liaison between customers sharing their experience and expectations about the product and the developers who are open to feedback and are continuously working on bringing improvements and innovation into the app. We are looking for a person who is keen on productivity products, enthusiastic about talking to customers and can read between the lines. The job is a great opportunity to learn about the development process of apps, and to gain knowledge about different factors influencing the quality and rating of a product. Continuous communication with mostly English-speaking customers will be useful to enrich communication and writing skills.

Customer Support Team Working Schedule
We have a full-time schedule. Each team member has 5 workdays and two days off per week. As our schedule provides 7 days/week coverage and out team is divided into two crews. One part of the team works from Tuesday through Saturday and the other one from Sunday through Thursday.

On Monday through Friday, our team works in two shifts:
Day shift: 9:00 — 18:00 (10:00 −19:00) — 9 hours including paid 60 minutes lunch;
Afternoon shift: 16:00 — 00:00 — 8 hours without lunch.
On Saturday and Sunday, we work on day shifts only — 9:00 — 18:00 (10:00 −19:00).

Each employee has 2-3 afternoon shifts during working days. Our work schedule is fixed, It means that our employees work the same shift every week. Nevertheless, there is a necessity to rotate day and afternoon shifts between the teammates once or twice a year taking into account product updates, workload, seasonality, etc. Please note that the Customer Support Team works on Ukrainian Holidays. We have an additional 9-10 days off (equal to the number of public holidays in a given year) instead.

Here is an example of the current schedule for clarity:
Sun: 9:00 — 18:00
Mon: 9:00 — 18:00
Tue: 9:00 — 18:00
Wed: 16:00 — 12:00
Thu: 16:00 — 12:00
Fri: day-off
Sat: day-off

 

Responsibilities:

• Provide excellent customer service through email and be ready to assist 40-70 users per day.
• Report and escalate requests to Quality Assurance and Development teams to improve the overall quality of Readdle products.
• Prepare product overview by collecting and analyzing customers’ needs, user experience, and workflow.
• Contribute to team efforts to maintain the quality of Readdle products.
• Develop and maintain in-depth product knowledge and be on top of industry trends to provide top-class service.
• Keep our end-user product documentation up to date.

Requirements:

• 1+ years of experience in a similar position.
• Strong Problem-Solving Skills: Given Spark’s complexity, it's crucial to analyze customer issues, think critically, and find effective solutions to resolve inquiries.
• Excellent Communication Skills: Clear and effective communication is essential for engaging with customers and providing accurate support.
• Active Listening Skills: Actively listening to customers, understanding their needs, and responding appropriately is key to delivering personalized and relevant support.
• Technical Proficiency: Skills in using support tools, ticketing systems, and general computer knowledge are essential for navigating resources and delivering efficient support.
• Conflict Resolution Skills: Experience in managing difficult or irate customers, de-escalating situations, and finding mutually beneficial solutions.
• Multitasking and Time Management: The ability to handle multiple inquiries simultaneously and manage time effectively ensures prompt support delivery.
• Attention to details: Being meticulous in recording interactions, documenting issues, and maintaining accurate records is crucial for consistent support.
• Fluent English

As a plus:

• The persistent interest in software. Customer Support Specialists deal with a wide range of questions and problems, from simple issues to complex technical ones. The challenge is becoming skilled at handling all these different types of inquiries, especially with the complexity of the Spark app.