Customer Support Specialist

Description

Rakuten Viber is one of the most popular and downloaded apps in the world. Working with us provides a unique opportunity to influence hundreds of millions of our users and to be part of the journey that makes us a super-app. Our mission is to make people’s lives easier by enabling meaningful connections, from precious moments with family and friends, through managing business relationships to pursuing their passions.

Rakuten Viber is looking for a Customer Support Specialist who will be responsible for keeping users happy and loyal by providing efficient responses to the worldwide community queries.

Responsibilities

• Provide our customers with high quality, fast & personalised support by replying to store reviews (approximately 100 per day) in Ukrainian language (AppStore, Google Market, Windows). 
• Troubleshoot problems received via store reviews and see them through to resolution.
• Work directly with the Product and R&D teams on bugs and other escalations.
• Provide feedback to our Product team by communicating ideas that would improve the use of the product for our customers as well as providing them with ideas for new functionalities.
• Maintain ongoing communication with other teams to acquire knowledge and provide it to users, while documenting it within the support team knowledge base.
• Provide a weekly report summarising bugs, product requests, trends, and user sentiments.
• Collect and analyze the situation by tagging reviews.

Requirements

• 1-3 years of experience as a Customer Support Representative.
• Native Ukrainian speaker (must).
• Native-level English and exceptional verbal and written communication skills.
• Internet and tech-savvy.
• Critical thinking and problem-solving skills.
• Analytical mindset.
• Ability to multitask, prioritize and manage time effectively.