User Support Specialist, Airalo

• A minimum of 3 years of proven experience in customer support
• Proficiency in Microsoft Office, Google Workspace, and customer service software
• Fluency in English and German
• Good written and verbal communication skills
• Good systems thinking capabilities
• Good division of labor skills
• Good analytical and deductive reasoning skills
• Good understanding of customer service practices and techniques
• Bachelor’s degree

Desirable

• As the User Support Specialist, your target will be to ensure Airalo and its sister products provide excellent service standards and maintain high customer satisfaction
• You will be responsible for helping our users with the decision, purchase, installation, usage, troubleshooting, maintenance, or disposal stages of our products
• You will be expected to become an expert in Airalo and our sister products and to provide outstanding support to our users by effectively following customer service procedures, implementing support guidelines, and setting and keeping customer satisfaction goals
• Closely work with the Director of Support and Support Managers on day-to-day operations
• Coordinate with our international support department to meet customer satisfaction goals
• Follow department procedures, policies, and standards
• Excel in Airalo panels and other support venues
• Respond to support issues promptly via ticketing
• Assist with online reviews of our products
• Contribute to customer service analytics and detailed reports
• Attend weekly and monthly meetings and engage in productive deliberation
• Take good care of your own mental, physical, emotional, and spiritual health
• This is a position to work in a specific shift at Airalo. The available shifts are, in the UTC zone:
• Thursday to Monday: 10 AM to 7 PM UTC
• Monday to Friday:10 AM to 7 PM UTC
• Please, remember to convert from UTC time zone to your local time zone!