About Gravity R&D
Gravity R&D uses machine learning and Big Data analytics to create personalized user journeys across all touch points for clients located all over the world. The Hungary-based company consists of a highly skilled team of 40 people and it is one of the largest third-party recommendations engine provider in the world, serving over 400 million individually tailored product and content recommendations per day.
Get to know more about Gravity R&D.
About the YUSP Service
YUSP is Gravity R&D’s a self-service SaaS recommendation engine that brings the company’s machine learning power to SMEs at an affordable price. It integrates with any major eCommerce platform and CMS through an intuitive, quick, and largely automated process that requires minimal technical skills.
Get to know more about YUSP and how it works.
About the Role
Provide a full customer service experience to our existing end users and trial users for our YUSP services. Convey customer feedback to support our teams in improving our processes and services. Maintain the YUSP customer knowledge base.
Responsibilities
Deliver exceptional service as the main point of customer contact
Provide first class written and verbal technical support
Assist customers with account setup, configuration, troubleshooting and billing inquires
Channel customer feedback to the development, user experience, and marketing teams
Continuously monitor and analyze key user and operational metrics to help drive improvements to our service and support offerings
Effectively interact with users of all technical skill levels to assess severity level and proactively define, research, and resolve issues and questions quickly and accurately
Provide timely updates to users, colleagues, and management on the status of outstanding issues
Maintain detailed issue and activity information by documenting support tickets for all customer interactions and cases
Educate users to improve feature usage and customer satisfaction
Manage the service related knowledge base, update documentations with version releases
Improve internal efficiency and customer satisfaction by proactively identifying opportunities and optimize through automation or build new processes and tools
Proactively reach out to clients and prospects to promote the service
Skills and Requirements
Excellent communication skills in English and Hungarian (both written and oral)
At least one year of customer service, technical support and/or sales experience or recent and relevant training
Team player but able to work independently
Ability to learn quickly
Positive, supporting attitude, patience
Ability to handle pressure and solve complex problems with limited information
Analytical skills, high attention to detail and responsible work ethic
High availability and responsiveness
Strong interpersonal skills to deal with customers and various teams in the company
Bonus points are awarded for
Experience working with issue tracking systems
Experience working with technology-related products and applications with exposure to troubleshooting
Ability to work effectively cross-functionally with proven track record of driving results
Ability to work on multiple initiatives at the same time, excellent project management skills
Ability to review large data sets representing performance and perform a deep dive root cause analysis as required
Knowledge of query, script and web languages (SQL, JavaScript, HTML, CSS, Java, PHP)
We offer
Inspiring start-up atmosphere
Fun and flexible work environment (no dress code, free snacks and beverages, foosball, table tennis etc.)
Participation in creating state-of-the-art data technologies
Intercultural experience in a team of young experts
Long-term career opportunities in a dynamically growing international company
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