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Customer Support Specialist

intenseye

intenseye

Customer Service
Istanbul, İstanbul, Turkey
Posted on Tuesday, June 25, 2024
Our mission:
Every 7 seconds a worker is injured. The human and economic cost of workplace injuries around the world is $250 billion per year. At Intenseye, we believe that the health and safety of workers is non-negotiable.
Intenseye is a truly disruptive employee health and safety (EHS) SaaS platform powered by cutting-edge AI. Using existing cameras, Intenseye’s AI empowers EHS leaders at Global Enterprises to “see the unseen” hazards and take corrective actions through 24/7 real-time leading indicator data flow. Currently, Intenseye AI protects 100,000+ employees in 25+ countries.
Join Intenseye on the Journey to Zero!
We are seeking a passionate and experienced Customer Support Specialist to join our dynamic team. In this role, you will be responsible for providing exceptional support to our users, ensuring their needs are met efficiently and effectively.

What you'll do?

  • Customer Assistance: Provide timely and effective support to customers via email, chat, addressing inquiries and resolving basic technical issues related to our platform.
  • Troubleshooting: Diagnose and troubleshoot common issues, escalating more complex problems to L2/L3 support or the appropriate department.
  • Customer Education: Assist customers in understanding the features and functionalities of our products, guiding them through common tasks and processes.
  • Documentation: Maintain accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system.
  • Feedback Collection: Gather customer feedback and communicate it to the relevant teams to help improve our products and services.
  • Team Collaboration: Work closely with other support team members, as well as with the customer success, product, and engineering teams, to ensure a seamless customer experience.
  • Continuous Improvement: Stay updated with the latest product updates, industry trends, and best practices in customer support.

What we're looking for?

  • Proficiency in both written and spoken English.
  • 1+ year experience
  • Technical Skills: Basic understanding of SaaS platforms, CRM systems, and support ticketing tools. Proficiency in using common office software.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Problem-solving: Strong analytical and problem-solving abilities, with a keen attention to detail.
  • Customer Focus: Demonstrated ability to provide exceptional customer service and maintain a positive customer experience.
  • Adaptability: Ability to thrive in a fast-paced, ever-changing environment and handle multiple tasks simultaneously.

What we offer?

  • Great Salary, Health Benefits, and Equity in a fast-growing business
  • Remote work - 2 Offices in Istanbul (optional)
  • Employee Stock Option Package
  • 6x weeks Paternal Leave
  • Annual Learning & Development Stipend
  • x30 days vacation + public holidays
  • Experience working with a fast development and research team of engineers using the latest and greatest technologies
  • Comprehensive Family Medical Insurance, Dental & Vision
  • Flexibility on work location and hours
  • Play a key role in the growth of the company
  • Saving lives and changing the industry with AI-powered health and safety!

Hiring process:

  • Zoom meeting with the Head of Talent - Intenseye Introduction (45 mins)
  • Zoom meeting with the Director of the Customer Support team - Overview (30 mins)
  • Zoom meeting with our Technical Solutions team (60 mins)
  • Zoom meeting with our CEO (30 mins)
  • Reference + Background Checks
Equal Employment Opportunity statement (EEO)
Intenseye is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, physical or mental disability, sexual orientation, gender identity, medical condition, pregnancy, veteran status, genetic information or any other classification protected by state or federal law.