We are seeking a skilled and customer-focused individual to join our team as a Customer Champion. As a Customer Champion, you will be responsible for delivering exceptional customer service, technical support, and proactive solutions to our clients. You will serve as the primary point of contact, ensuring customer satisfaction and successful outcomes.
Responsibilities
- Gather, commit and persevere information or data for analysis from the client;
- Coordinate with developers and project teams to ensure the timely resolution of incidents, uphold strict customer service standards and drive customer satisfaction;
- Manage customers as the main point of contact, provide customers with status reports in a thorough and timely manner;
- Organize releases and act independently on all stages;
- Triage the issues and conduct incident analyses, proactively manage incidents within and exceeding SLA;
- Lead P1 and P2 issues through the execution;
- Record & track incident information in Jira;
- Create and maintain internal wiki content;
- Assist to Junior Engineers;
- You have at least 2 years of experience as a Technical Solutions Engineer or equivalent experience
- Minimum of 2 years of e-commerce (or similar) platform experience
- Solid customer management experience, and understanding of commercial and profitability concepts.
- Full working proficiency in English both written and verbal
- Solid technical knowledge base (Zabbix, Newrelic, Graylog, SQL, PHP, HTML)
- Basic understanding of Solr, Elasticsearch, AWS, DNS and SSL
- Technical content creation experience
- JIRA, Confluence/KB
- Experience working according to SLA’s
- Remote Work opportunities with an ultra flexible working culture
- Professional Mentoring Program with Semi-Annual Performance Review, 360 Feedback and Individual Growth Roadmap
- Multiple learning opportunities and Professional Certification Programs
- Working as a part of a Global team in a Multicultural Environment
- Unlimited Paid Annual Leave
- Gifted Birthday Leave
- Medical Insurance Reimbursement
- Rewarding Compensation Package
Dare to be different!
