Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyse and report product malfunctions (for example, by testing different scenarios or
impersonating users)
• Update our internal databases with information about technical issues and useful discussions
with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Requirements:

• 1 + years working in a service/customer service/sales organization
• Professional customer service skills: solutions mindset, helping nature, passion for the
customer and customer experience
• Demonstrated capability to create world-class customer experiences with each
Interaction
• Fluent in English written and verbal communication and native speaker of any of this language
(Hindi, Thai, Indonesian, Vietnamese)
• Must have exceptional grammar and typing accuracy skills – experience with business
communication
• Client-focused and solutions-oriented; Good problem solving and analytical skills Ability to
comprehend and analyze client situations and apply the right solution
• Ability to collaborate and work effectively on a team
• Self-learner interested in both the how and the why
• Ability to educate customers on policy and product questions
• Ability to prioritize effectively according to changing circumstances and manage multiple
projects while maintaining strict attention to detail
• Ability to follow processes without being blinkered by them

Preferred Qualifications:

• Experience in online advertising at a major media agency or publisher
• E-mail and chat support experience
• Pre-sales experience; able to deliver product value proposition
• Experience working in and with a global organization
• Success in this position requires exceptional customer service skills; a willingness to
experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for
helping others achieve results.