Customer Support Specialist
Seniority
Specialist
Location
Vilnius
Valid until
2021-05-31
Position salary
1610-2500 Eur gross monthly
Languages required
EN
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Employees in Lithuania
16
Job offers
2
Established in Lithuania
2020

Overview

Acoustic Payments is looking for 2nd Level Customer Support Specialist as part of our 24/7 Service Desk team based in Vilnius. Our service desk provides best of breed, frontline support to our enterprise clients globally.

 

As a customer support agent, you must be able to:

  • Provide professional customer support as part of our world class Customer Success mission
  • Act fast, with urgency and priority. Know when to follow the script and importantly, when not to.
  • Drive change throughout our team, constantly evolve and contribute actively beyond your immediate support role
  • Be the face of Acoustic Payments – when you communicate with our customer’s you represent everyone behind you
  • Collaborate with Level 3 Support Teams, Duty Managers and 3rd Party Partners


What You'll Do

  • Analyze, document and respond to customer service requests and incidents of all severities.
  • Partner with technical teams and 3rd parties to effectively resolve issues fast.
  • Understand and apply ITIL.
  • Accurately follow procedures and processes defined in internal knowledgebase; challenge the status quo.
  • Escalate urgent and business critical issues in a timely manner.
  • Work with Salesforce ticketing tool, handling customers cases, aging ticket coordination, reporting, statistics, daily activities.
  • Component monitoring using Nagios, Splunk, PagerDuty and email-based notifications, acting upon them.
  • Constantly seek opportunities to improve processes to increase customer service efficiency.
  • Be the hero of the day by supporting our clients and partners in the best possible way.


The Essentials

  • 2+ Years of customer service and ticketing tools experience.
  • Prior experience in call center, financial industry, ecommerce, or technical environment.
  • Experience in ticketing tools (Salesforce or Service Now is a plus).
  • Fluent in spoken and written English essential.
  • Ability to work rotation shifts including nights and weekends.
  • Excellent communication skills – written and verbal (you will be expected to manage customer calls in high stress scenarios).
  • Ability to deal with high volumes of work in a multi-task environment.
  • Has an ongoing focus on accuracy.
  • Strong analytical ability to coordinate and analyze complex cases.
  • Ability to independently or together with team to analyze issues and report findings in structured and clear way.
  • Payments or FinTech industry experience.


Nice to Have

  • Basic experience in Terminals(Linux)/XML/Putty/Squirrel.
  • Basic experience or understanding of Databases.


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