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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced troubleshooting skills and critical thinking to resolve complex customer and merchant issues while managing service level expectations. Proficient in coaching and mentoring team members to enhance performance and ensure operational efficiency.
Highest-signal resume keywords
Advanced Troubleshooting SupportCritical ThinkingCoaching and MentoringQueue Management StrategiesExcellent English Language Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Understanding of Internal SystemsKnowledge of Policies and ProceduresIssue Escalation and ResolutionService Level Management
Soft Skills
Ability to Handle High StressFocus on Task CompletionEffective Communication
Industry Keywords
Consumer SupportCustomer ServiceQueue ManagementEscalation Channels
About the role
Key responsibilities & impact- Provide an advanced level of troubleshooting support for complex problems and enquiries from Consumer Support Representatives
- Assist CSRs with issue escalation and resolution
- Ensure proper escalation channels are managed
- Assist management with phone, email, and live chat queue management strategies
- Coach and mentor CSRs to reinforce continued education
- Resolve escalated customer and webmaster issues to satisfaction
- Understand queue service level expectations and assign available staff appropriately to ensure service levels are met
Requirements
What you’ll need- Advanced understanding of internal systems and policies and procedures
- Ability to recognise tasks that need to be completed and then accomplish them with direction from supervisors
- Ability to think critically while resolving customer and merchant issues
- Demonstrated ability to handle high levels of stress
- Ability to stay focused on the task at hand, ensuring that timelines are met and operations are not adversely impacted
- Excellent English language skills, both verbal and written
- Availability to work Sunday–Thursday, 12AM–8AM
- Location: Serbia
Benefits
Comp & perks- Full-time employment
- 40h/week schedule