Customer support manager

About LimTC © Limitless Technology Consultants LLC:

We're a leading Ukrainian outsourcing company that works with international companies on a long-term basis. LimTC can go from client pain point identification to solution roadmap, on to building out the solution, and then managing end-to-end operations. We can do all this while focusing on value creation and putting our skin-in-the-game as required to help our clients realize this value. We provide the extra hands, ideas, and processes so that you can continue focusing on your core competencies and growing your business.

Key Functions:

• Provide day to day client support via case management generated via multiple channels:
• Ticketing system (Salesforce Service Cloud)
• Phone Calls (including feedback and troubleshooting)
• continuously deliver a high-quality and effective service to clients, liaising with the Team Leader, as appropriate;
• Adhere to operational processes, policies and documentary requirements;
• Ensure all client and internal documentation is safely maintained and accessed, in accordance with GDPR and internal policy;
• Identify areas of personal development e.g. training on a specific activity and reach out to their Team Leader for assistance;
• Maintain a regular dialogue with other team members/leads, sharing learning experiences and enabling client to provide a consistent high-quality service;
• Use their own initiative to troubleshoot technical issues raised by the client and deliver solutions that meet policies.
• Document any changes or new solutions for other agents to use.

Required Experience/Characteristics: 

• Relevant previous experience
• Experience in working with a team
• Basic computer experience
• Spoken and written English at least an Advanced level
• Location: Ukraine
• Good communication skills and an ability to interact effectively
• across all levels within the organization
• Ability to prioritize multiple tasks
• Good understanding of PC skills with the ability to document processes
• Strong team player
• Ability to work under own initiative and follow directions from their Team
• Confidential, tactful, and diplomatic
• Puts the client first, acting sympathetically to their needs, thereby strengthening the overall relationship
• Committed to working within the client’s agreed values and framework.

Working hours:

• Monday - Friday (Sunday - Thursday). 8 working hours. The earliest shift is from 8 AM, and the latest ends at 3 (4) AM.

Benefits: 

• Working in an environment with native English speakers
• Ukrainian Holiday coverage
• 18 paid vacation days
• Step-stone into the IT technologies space
• Growing project and company with the ability to contribute to the core and apply creativity
• Amazing and talented people and personal approach on all levels!
• Remote work