As a Support Specialist at NodeMaven, you will be the first point of contact for our customers, ensuring they receive timely help to resolve their issues. We are seeking a customer-centric, empathetic individual who is ready to help others and to provide excellent service. 

This role requires you to handle customer inquiries through live chat, email and in some cases online calls while ensuring that each interaction leaves a positive impression on our customers.

We're looking for:

• Minimum of 6 months of experience in customer support/as support agent/chat agent/technical support.
• Advanced/fluent English skills (additional language proficiency is a plus).
• Proficiency in using customer support tools and familiarity with KPIs such as resolution time, customer satisfaction (CSAT)
• Ability to work independently and remotely, managing tasks with minimal supervision.

 Responsibilities:

• Quickly grasp proxy technical concepts and confidently explain them to customers, ensuring they receive accurate and comprehensive information.
• Respond to customer inquiries through chat with professionalism and empathy.
• Follow established processes and workflows in the day to day activity
• Adhere to support KPIs, such as Average response time, Average Time to close, and Customer Satisfaction scores.
• Collaborate with cross-functional teams to resolve complex issues and ensure a seamless customer experience.

We offer:

• Vertical or horizontal career growth in Support or other departments (Development, QA, Marketing, etc.)
• 100% remote work
  
• Paid sick leave, days off, and vacation
• Experience working in an international team (colleagues from over 20 countries)