Customer Support Agent

Description

At Viber, we connect people–no matter who they are, or where they are from. 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. 

We’re looking for the next Customer Support Representative to join our Paid Services Support team. 

As a Customer Support Representative as our Paid Services support team, you’ll be handling all paid inquiries from our users. You will help to prevent fraud cases and credit disputes.

Responsibilities

• Answer Viber users’ inquiries about our paid services via email

• Responsible for handling credit disputes, money transfers, credit fraud cases from investigation to resolution, and working with third parties

• Strive to turn each query into a positive experience, to increase our users’ engagement & satisfaction 

• Connect with every team in the company to acquire knowledge and provide it to users, while documenting it in the support team knowledgebase

Requirements

• Enthusiastic smartphone user

• Extremely technical and inquisitive about apps, smartphones & gadgets

• Fluent English written and verbal

• Attentive to the smallest detail

• Exhibit analytical skills

• Ability to work independently while making sound business decisions on case information

• People person, someone who enjoys helping other

Advantages

* Experience working with payment processing companies – big advantage