Support Agent
Description
Viber is the messaging app of choice for hundreds of millions of registered users around the world. Our mission is to connect people freely and securely, no matter who they are or where they are from. To become a powerful and impactful communication tool for people, we need to have exceptional team members who will take this mission into reality, and make Viber easy, simple and meaningful.
We are now working on a hybrid work – model! 🙂
Responsibilities
- Answer users’ questions via email and chat (no calls) to provide troubleshooting & how-to’s
- Receive reports about technical issues and define them in a detailed, technical manner
- 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
- Investigate the problematic issues reported by users: collect relevant information, analyze and document it in internal articles
Requirements
- Enthusiastic smartphone user
- Extremely technical and inquisitive about apps, smartphones & gadgets
- Flawless, native-level English
- Attentive to the smallest details
- Exhibit analytical skills
- Ability to work independently while making sound business decisions on case information.
- People person, one that enjoys helping others
- Available to work 4 – 5 shifts a week (including weekends, evenings & nights, students accommodate)
- Experience working with payment processing companies will be an advantage
Advantages
- Native-level Russian – Advantage
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
