TECH CUSTOMER SUPPORT SPECIALIST
Budget: €14 – €18 EUR
TECH CUSTOMER SUPPORT SPECIALIST
About us:
Giotto Compliance (https://compliance.giotto.ai/) is an Artificial Intelligence software for faster systematic literature reviews in the context of medical device compliance. It integrates AI technology to streamline manual and repetitive tasks that can be automated with the use of proprietary NLP algorithms. Medical device companies (and consultants) are happily using Giotto Compliance to save a significant amount of time during the Clinical Evaluation Report (CER) preparation (CER is a mandatory report in the context of the EU regulations).
Project overview:
We're looking for an experienced customer support agent to provide professional and friendly service through our multi-channel support service Zendesk. The candidate should be passionate about helping others and keep calm during stressful situations.
Main job responsibilities:
- Guarantee live-chat availability in pre-determined time slots
- Be the first point of contact and first responder for customers requesting support
- Assign a priority level to incoming tickets
- Dispatch tickets to appropriate tech-leads using a Gitlab issue template
- Notify and interact with product owner and account manager as needed
- Inform customer on advancements related to his support request
- Maintain metrics related to support activities
- Update knowledge base and other support material on a regular basis
Desired experience and qualifications:
- Extensive experience in customer support in a fast-paced environment
- Extensive experience using Zendesk for multi-channel support
- Fluent writing and oral skills in English
- Experience in tech support for a Saas is a plus
- Knowledge of Gitlab to manage software issues is a plus
- Fluency in other languages is a plus
About us:
Giotto Compliance (https://compliance.giotto.ai/) is an Artificial Intelligence software for faster systematic literature reviews in the context of medical device compliance. It integrates AI technology to streamline manual and repetitive tasks that can be automated with the use of proprietary NLP algorithms. Medical device companies (and consultants) are happily using Giotto Compliance to save a significant amount of time during the Clinical Evaluation Report (CER) preparation (CER is a mandatory report in the context of the EU regulations).
Project overview:
We're looking for an experienced customer support agent to provide professional and friendly service through our multi-channel support service Zendesk. The candidate should be passionate about helping others and keep calm during stressful situations.
Main job responsibilities:
- Guarantee live-chat availability in pre-determined time slots
- Be the first point of contact and first responder for customers requesting support
- Assign a priority level to incoming tickets
- Dispatch tickets to appropriate tech-leads using a Gitlab issue template
- Notify and interact with product owner and account manager as needed
- Inform customer on advancements related to his support request
- Maintain metrics related to support activities
- Update knowledge base and other support material on a regular basis
Desired experience and qualifications:
- Extensive experience in customer support in a fast-paced environment
- Extensive experience using Zendesk for multi-channel support
- Fluent writing and oral skills in English
- Experience in tech support for a Saas is a plus
- Knowledge of Gitlab to manage software issues is a plus
- Fluency in other languages is a plus