SupportYourApp Tirana, Tirana County, Albania Full-time 2024-05-30

Passionate about the latest trends in Tech?

What if you had a chance to be a part of the world’s leading Hardware, Software, or SaaS solutions? Take your chance to become a mediator between our company, a group of our clients, and support teams.

Join our team as an Account Manager to provide high-level quality service for famous worldwide well-known companies. Get the most agile digitalized training and emerge into technical, and business knowledge of a product to provide a seamless experience for users all over the globe.

Excited? Let’s see what it takes.

You are:

  • Fluent in English (C1-C2 levels);
  • 1+ years of experience in a similar position or 2+ years experience in customer support;
  • Critical thinker and problem-solver (worked with various professional business tools such as Keynote, PowerPoint, and Excel);
  • Experienced with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards;
  • Knowledgeable in Key Performance Indicators and SLAs in customer support or has familiarity with data analysis and statistics;
  • Team player who worked on cross-departmental projects for further service delivery enhancements;
  • Skilled in time management and has experience working with time management platforms (Wrike, Monday, Asana, Jira etc.);
  • Having great interpersonal and communication skills (knowledge of Google Suite and/or Zoom functionality), excited about communicating with people;
  • Excellent at organizing and multitasking, being able to work with several clients at the same time;
  • Having a track record of taking responsibility;
  • Love people and new technologies.

You want to:

  • Take part in the new clients’ integrations;
  • Simultaneously manage clients from a diverse list of industries;
  • Maintain constant communication with support teams and clients;
  • Make sure that support processes in teams are built according to the company’s and clients’ standards (KPIs/SLAs/QA);
  • Assist clients with improving their customers’ support experience, incl. strategic planning and product development analysis;
  • Maintain security standards within teams and also on the client’s side;
  • Proactively mediate and resolve any clients’ and consultants’ concerns etc.;
  • Monitor service quality via internal or external Quality Assurance platforms;
  • Monitor team discipline and ensure corporate culture within the team;
  • Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld by clients;
  • Assist with hiring ideal candidates for your clients, train Team Leads, and set training for consultants;
  • Help talented people from your teams grow and develop professionally;
  • Work with diverse cultures and countries, and meet wonderful people;
  • Find a permanent place to grow professionally;
  • Be a leader, not a manager.

Benefits:

  • Competitive monthly rate in USD;
  • Business hours;
  • Opportunity to work remotely;
  • Financial and professional growth;
  • Paid intensive training and trial period;
  • Great management with no bureaucracy;
  • SupportYourApp Medical Policy.

We are:

SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages.

Grab your chance to join them, and send us your CV in English, pointing out your outstanding skills!