Technical Support Team Representative

SMTP has been a leader in email relay services for over 20 years. The brand is synonymous with the technology that facilitates the internet’s email engine. SMTP is the solution that powers transactional emails for thousands of the world’s leading brands. SMTP’s relay services help build a better IP reputation, optimize inbox placement rates and ensure messages reach your subscribers.

https://www.smtp.com/

This position will be responsible for dealing with the customers and potential customers. As a Customer Service Specialist, you will fulfill requests using telephone, chat, email, internal ticketing and CRM systems.

Advanced English level and prior customer service experience are essential.

Responsibilities:

• Provide service and support to customers through phone software, chat application and e-mails
• Handle customer inquiries, concerns, and requests about products and services
• Identify, research and resolve technical hardware and software issues through communication with technical departments using task tracking systems
• Accurately process and make call logs
• Follow up and make scheduled callbacks to customers
• Follow standard processes and procedures
• Work in shifts (weekly rotation, 24/7 coverage)

Requirements:

• English language proficiency in speaking, typing and listening
• 1+ years of customer service experience
• Knowledge of proper phone and e-mail etiquette
• Knowledge of customer service principles and practices
• Excellent communication skills and clear diction
• Ability to explain technical issues to customers in a calm and concise manner

Would be a plus:

• Experience of using mail applications that work with SMTP protocol (Outlook, Mozilla Thunderbird, etc.)
• Experience of using CRM and task tracking systems (SalesForce, Jira, etc.)
• Experience in troubleshooting and logs reading
• Basic HTML knowledge