Support Specialist - Tebex

What you'll do

• Answer Tebex-related product questions and services
• Process support tickets and messages effectively via chats and emails
• Resolve issues and communicate in a helpful and supportive tone
• Maintain a proactive outreach mindset when resolving customer issues
• Inform customers about current and potential service issues
• Handle customer feedback and escalate issues as needed
• Maintain support documentation up-to-date with platform changes using GetGuru
• Track and monitor KPIs, NPS (Net Promoter Score), and support ratings

Requirements

• 2+ years of experience in online customer support
• Proven track record of maintaining high standards and attention to detail
• Effective communication skills with emphasis on active listening
• Strong attention to detail and ability to remain level-headed in challenging situations
• Openness to feedback, constructive criticism, and new ideas
• Positive, customer-oriented attitude with strong interpersonal skills
• Availability to work full time, approximately 40 hours per week Thursday to Monday, with hours/shifts determined based on team needs
• Experience investigating and troubleshooting software/web issues

Tech stack