Support Agent (Freelance)
We are currently looking for a Support Agent (Freelance) to join our team! This is a remote, full-time position within Customer Support. You will be the voice and face of the company, communicating with users globally via email and ensuring a high-quality support experience. The role involves mastering product processes, investigating user issues, and contributing to support process improvements.
- Becoming the voice and face of the company by communicating with users from all over the world via email.
- Processing incoming customer requests and ensuring a high-quality support experience.
- Achieving team and individual KPIs, including First Response Time, Resolution Time, CSAT, and other performance metrics.
- Quickly mastering product processes, investigating complex user issues, gathering detailed information, and escalating bug reports to technical, product, or legal teams when necessary.
- Working with payment systems, including initiating and processing user refunds.
- Contributing to support process improvements by creating and updating macros/templates, testing new support tools, and suggesting ideas to enhance the customer experience.
- Maintaining internal documentation and participating in regular 1-to-1 meetings with your Team Lead, team meetings, and other operational activities.
- Providing seamless customer support while working a 2/2 shift schedule from 4 PM to 4 AM Kyiv time.
- English proficiency from B1+ (Upper-Intermediate) to B2+ or higher, with strong written communication skills. (required)
- At least 3 months to 1+ year of experience in Customer Support, Technical Support, Sales, or Retention. (required)
- Strong technical aptitude and the ability to quickly understand product workflows, gather detailed information from users, and properly escalate complex issues. (required)
- Experience working with documentation, templates/macros, and process improvement initiatives. (preferred)
- A high level of empathy and customer orientation, with a genuine desire to help users solve their problems and achieve their goals. (required)
- The ability to remain calm, professional, and polite while handling challenging cases and a high volume of requests. (required)
- Adaptability and flexibility in a fast-paced environment, with a willingness to embrace new tools, processes, and changes. (required)
- Strong attention to detail, especially when collecting and transferring information for escalations. (required)
- Openness to constructive feedback and the ability to both receive and provide feedback professionally. (required)
Boosta is an international multi-product IT company that develops and promotes SEO tools and educational products to western markets. The company was founded in 2014. And today Boosta has released more than 10 products that are used by tens of thousands of people in Europe and Asia, Australia, North and South America. The company has gathered a team of 400+ like-minded specialists to make life easier for people all around the world. And we continue to grow. Moreover, Boosta actively supports startups and helps promising projects to develop. For this purpose the company opened an R&D department to implement external ideas, launch new products and invests in young teams. If you have been looking for an opportunity to bring your ideas to life, then our company is exactly the place where you should be.