Customer Care Agent
Novi Sad
At ActiveCollab, we do project management and collaboration software for small to medium businesses, and we work hard to find easy, delightful solutions to complicated problems. The Customer Care Team embodies this work by tackling the issues our customers encounter with elegance and grace. We build fun relationships with our customers, who are mostly digital marketing agencies, dev companies, or any combination of the two. For us, success is helping customers be even more amazing at their jobs than they were before they talked to us.
Your job
As an ActiveCollab Customer Care Agent, you’ll be one of the stars of our support inbox guiding customers as they navigate the new and uncertain territory of our product. You’ll learn to translate technobabble into real world human speak. Even though there’s plenty of challenging and occasionally tedious work to go around, you’ll always value taking time for creativity, curiosity, and patience over rigidity and the status quo. You’ll be part of the Customer Care Team; collaborating closely to hone collective troubleshooting and delighting skills, and helping make our products, our documentation, and our team the best they can be. Saddle up!.
Your typical day includes:
- Answering our customers’ questions with timeliness and good cheer; using email, chat, solely phone to show them the path to ActiveCollab glory.
- Fielding questions from more experienced ActiveCollab customers of all walks of life, and helping to fix their project management problems, big and small.
- Diving deeper into tougher workflow issues - learning solo by trying, testing and tripping up, and in collaboration with more seasoned team-mates.
- Checking in regularly with fellow Agents to make sure our inbox stays ticking over and our team wheels keep on turning.
You must be:
- A native or near-native English speaker. Basically when you talk, a person from the U.S. doesn’t pick up on it. And when you write, it’s not robo-speak or academic mumbo jumbo.
- Tech-savvy. You live and breathe everything IT. You have great mastery of apps and digital tools. You’ve been a touch typist since you were 5.
- Communicative. You’re a proactive conversation starter. You thrive when talking to others, even after 50+ emails/messages. You understand the subtleties of text and subtext.
- Emphatic. You have a deep understanding of how others think and feel. You’ve probably worked as a teacher, writer, support agent, social worker, or fitness instructor. You never ever judge others.
- Creative problem-solver. You’re so meticulous you break the process of making coffee into tasks and subtasks. You try different angles. The word “impossible” is not part of your vocabulary.
- Team player. You enjoy sharing knowledge and contributing to a greater whole. You’re super nice and occasionally bake a cake for your teammates.
Place of work: Novi Sad
Deadline for applications: 04.10.2018.