Customer Success Specialist

Viber is one of the most popular apps in the world and the most downloaded app to emerge from the start-up nation. Working at Viber provides a unique opportunity to influence hundreds of millions of people using our messaging app.

The Viber business unit is responsible for developing, selling, and maintaining all the revenue-driven products and services at Viber. We're looking for a Customer Success Specialist to join our team.

Join us and become an integral part of our Customer Success efforts by providing technical support to key accounts, ensuring efficient and high-performing operational tools and processes for customers, partners, and our business unit team members.

Requirements:

2+ years of experience in B2B or B2B2C technical support, account management, business operations, or equivalent.
English and Russian - Full professional proficiency level
Tech savvy – ability to technically present the company to its customers and ability to have high-level technical conversations with customers.
High organizational skills and attention to detail in a multitasking work environment
Strong interpersonal and customer care skills
Strong data orientation skills and high proficiency in MS Excel.

Responsibilities:

Supporting business partners' tickets over email.
Investigations and troubleshooting of reported technical issues
Manage escalations of issues to relevant R&D teams.
Support internal teams' operational processes and requirements.
Work with Product and Business teams to convey partners' requirements and business needs.

Advantages:

Enthusiastic Viber user
Experience working with CRM/ticketing systems (Jira, Zendesk, Hubspot, etc.)
Familiarity with server-side communication protocols and application programming interfaces.
Familiarity with SQL or/and NoSQL databases