Senior Customer Support Specialist

Department: IT

Job type: Full Time

Location: Cluj-Napoca

Your style:
We are looking for a Senior Customer Support Specialist who understands the importance of being
customer-oriented and responsive support services. The specialist will work closely with Customer
Support Team, Customer Success Specialist and Product Development Team.
Objectives of this job are monitor team performance, develop new procedures, recommending solutions
and guiding product users through features and functionalities.The ideal candidate will be a fast learner
and have a positive can-do attitude.
If you find yourself in the role described above, then it means you are the one we want to meet!

Your knowledge & qualifications:

• Outstanding written and verbal communication skills
• Experience within a B2B environment.
• Familiarity with similar industry is a plus;
• Positive attitude with a drive to learn and grow;
• Organization skills with the ability to prioritize;
• Multi-tasking abilities;
• Ability to have strong customer service with both internal and external customers;
• Ownership of tasks, issues, and assignments.

Your work experience:

• 5+ years of experience as a B2B Customer Support Specialist or similar CS role;

Your job:
• Monitor team performance and report on metrics;
• Lead and scale the customer support team;
• Develop new procedures and best practices for debugging and analyzing customer issues in a
more efficient manner;
• Respond to customer queries in a timely and accurate way, via phone, email or chat;
• Place tickets and initiate troubleshooting;
• Diagnose and solve problems that occur;
• Document troubleshooting and maintenance procedures for new services and products;
 • Incident management;
• Train users to properly use services and products;
• Identify customer needs and help customers use specific features;
• Regularly review and study technical journals to keep up with changes in the technology;
• Update our internal databases with information about technical issues and useful discussions with
customers
• Organise 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
• Write articles for helpdesk ;

Integra HR – What you need to know is that Integra HR is a different sort of HR consultancy firm. We
are here to find the right person, in the right place, at the right moment.
Our client, Blugento is a Software-as-a-Service solution build on Edition, with a clear mission to help
businesses start their online shop with zero hassle, on a string platform they can grow with.
Please send me your CV at alina.babasan@integrahr.ro and I will contact you if you meet the
requirements for this position, to schedule the first meeting and get to know each other.
This is an excellent opportunity to work with the latest technologies and to be part of an exciting
company, in a dynamic and fast-growing environment.
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