Customer Success Specialist
Description
Viber is one of the most popular apps in the world and the most downloaded app to emerge from the start-up nation. Working at Viber provides a unique opportunity to influence hundreds of millions of people using our messaging app.
The Viber business unit is responsible for developing, selling, and maintaining all the revenue-driven products and services at Viber. We’re looking for a Customer Success Specialist to join our team.
Join us and become an integral part of our Customer Success efforts by providing technical support to key accounts, ensuring efficient and high-performing operational tools and processes for customers, partners, and our business unit team members.
Responsibilities
- Supporting business partners’ tickets over email.
- Investigations and troubleshooting of reported technical issues.
- Manage escalations of issues to relevant R&D teams.
- Support internal teams’ operational processes and requirements.
- Work with Product and Business teams to convey partners’ requirements and business needs.
Requirements
- 2+ years of experience in B2B or B2B2C technical support, account management, business operations, or equivalent.
- English – Full professional proficiency level.
- Tech savvy – ability to technically present the company to its customers and ability to have high-level technical conversations with customers.
- High organizational skills and attention to detail in a multitasking work environment.
- Strong interpersonal and customer care skills.
- Strong data orientation skills and high proficiency in MS Excel.
Advantages
- Russian – Full professional proficiency level.
- Enthusiastic Viber user.
- Experience working with CRM/ticketing systems (Jira, Zendesk, Hubspot, etc.).
- Familiarity with server-side communication protocols and application programming interfaces.
- Familiarity with SQL or/and NoSQL databases.
About
At Rakuten Viber, we connect people–no matter who they are, or where they are from. As a communication platform that connects hundreds of millions of people around the world, we know that the way people communicate changes on an almost daily basis. That’s why we dedicate ourselves to providing added value to communication — from private and group chats to audio and video calls to the ability to follow and contact brands, businesses and celebrities. Viber is an all-in-one platform for everything communications-based, and all Viber communications are protected by end-to-end encryption. Viber is part of the Rakuten Group, a world leader in e-commerce and financial services
