Customer Services Specialist

4 tygodni temu

Nowy Dwór Mazowiecki, Polska CKSource Pełny etat

We are the company that stands behind the spectacular success of  CKEditor , used by millions of people around the world. We have been setting standards in creating technologies for content editing for over  18 years.

We are part of  Tiugo Technologies , a launchpad for new developer platforms, helping software companies accelerate growth, increase operating efficiency, and scale their business. Tiugo contains a suite of brands that are API-first, market-leading developer platforms focused on content creation and digital collaboration. Tiugo’s current family of brands includes  CKEditor, TinyMCE, ButterCMS, and Uploadcare.

Together our products have powered millions of software applications and websites. Enabling content and communication in everything from Microsoft to NASA, you might not know our name, but you’ve probably used our software.

As we continue to grow and expand, we’re looking for a passionate Customer Services Specialist for our team who thrives on building meaningful connections with customers and delivering outstanding support. Success in this position depends on your capability to assist customers in effectively implementing and maintaining our products. You'll serve as the primary point of contact for our customers, resolving issues and ensuring great experience.

Key responsibilities: Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Provide quality service and assistance in a variety of areas including technical support, billing, cancellations, dashboard accounts, free trials, and other.
Collaborate closely with relevant departments, such as QA, Product, Sales, and Finance to ensure effective issue resolution and alignment with organizational objectives.
Proactively identify opportunities for product and service upselling to address customer needs and mitigate the risk of churn.
Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
Gather customer feedback on products, documentation, and services, and make proper use of it by sharing with other teams.

To be successful in this role you need the following: Minimum 3 years of experience in a customer care role.
Comfortable speaking and writing in English.
Hunger for continuous learning, personal growth, and professional excellence.
Excellent communication and collaboration skills.
Understanding of software, Internet, and web-based application concepts.
Ability to work independently, manage time effectively, and prioritize tasks.
Extreme attention to detail.
Ability to connect the dots and understand how the reported issues impact clients’ goals.
Authentic curiosity and perseverance, as well as a problem-solving attitude.
Ability to work in a fast-paced and dynamic environment.
Ability to work with technical documentation and software developers.
Competence in utilizing tools such as Zendesk, Salesforce, Google Apps.

Why join CKSource: Our people are a huge part of what makes CKSource a great place to work Aside from a great team, some of our benefits include:
B2B agreement or equivalent with a contract of employment.
Quarterly and annual financial bonuses depending on the company’s performance.
Flexible schedule and the possibility to work remotely.
Professional development resources (up to 5 days of additional leave and 6 000 PLN yearly).
LinkedIn Learning access.
Extra leave for Tiugo Day - our company’s foundation day as well as for your birthday.
English lessons with a native speaker and an online language platform where you can learn English, Spanish, and German.
Access to a mental health and well-being platform with 24/7 dedicated psychological support.
Private medical care (Enel Med or Medicover) and Multisport card.

What is next: HR interview with  Iza Niedbalska  (HR Generalist).
Interview with  Ludwika Słowikowska  (Head of Customer Services) and  Martyna Wierzbicka  (Customer Support Coordinator).
A task to be completed at home.

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