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Customer Support Agent

RemoteLithuania, Vilnius, LithuaniaSupport

Job description

OUR STORY
We're not your average startup. We started from the ground up, bootstrapping our way to millions in revenue (in an already over-saturated market) and now just within two years, we are ranked 54th out of the world's 474 fast-growing bootstrapped software companies published by Latka Magazine… It’s like the “Inc500” list but only for Bootstrapped SaaS companies….and we continue to grow fast!


LIFE AT EXPANDI
We could go on and on about how we're the most fantastic place to work, that you'll have a great time here with all your new friends. But what's really important is that this organization has ambitious goals and sets lofty aspirations for its people
We want our employees to be better than they were yesterday. We believe in investing in them so they can grow into who they are meant to be; because of this, there will always be something meaningful going on at the company--projects worth working hard for.
And even if it sounds like I'm bragging about us too much...at least, when you send someone an email from work or grab some water out of the fridge (yep - our water bottle), you know where it came from!
We think that at the end of the day, it's people who matter. And we are a company made up of people; you don't need to be from Stanford or have an MBA to rise through our ranks and make your mark. We're looking for talented individuals with ambition, drive, and dedication -no pedigree required!

OUR OFFER TO YOU
Fair pay
- We try our best to be the best we can and put our people first. Therefore we try to give everyone a fair, competitive salary. Your package will be composed of a solidly fixed salary and a nice variable package. It is our philosophy to reward you for your performance, if you do well for Expandi, you should benefit and get rewarded!
Growth potential
- Let us know what your interests are and what you need to grow your skills
and knowledge and we’ll take care of it. It is in our interest to make sure you keep developing yourself so we are keen to stimulate you in your career development within Expandi.
Healthy work-life balance
- You have a life outside of work. That life always comes first. Too hot to focus? Head to the pool, and work in the evening.
All ideas welcome
- We don’t really do hierarchy. So if you have a great idea, you’re always free to bring it to the table. And to bring it to life.
Fun-loving work-family
- Let’s face it: when you join us, you’ll be spending a lot of time with us. Luckily we’re all super fun. And fun-loving.

The Position

Since we are fast-growing, we would like to expand our team in Lithuania with enthusiastic new team members in Customer Support.

As a Customer Support Agent, your goal will be to assist our customers with any questions or issues that arise, navigate them with our software and provide all necessary knowledge to be successful while using Expandi.

After a solid onboarding and training process on how to operate the Expandi platform, you will be ready to hit the ground running and focus on taking care of the following responsibilities:

  • Identifying issues by using effective listening and questioning skills to assist customers.

  • Going the extra mile to help the customer, for example recording a short video or jumping on the zoom call.

  • Onboarding new clients via chat or zoom.

  • Proactively checking on the customers to make sure their issue is resolved, and they are satisfied.

  • Monitoring customers' accounts when needed and updating customers on the progress.

  • Handling complaints and sharing feedback with your Team Leader or Technical Support.

  • Troubleshooting any Technical problems, reproducing them and reporting to Technical Support.

  • Staying up to date on any new features or changes in the software so customers can get a great experience while using our software.

  • Working towards KPI and Quality targets.

  • Participating in the team projects and initiating team activities.

  • Brainstorming areas and ways for team improvements.




Job requirements

YOUR TALENTS AND SKILLS

  • You have previous experience in a similar position preferably in a Tech/SaaS Start-Up/ Scale-Up environment and are ready for the next step in your career taking up more responsibilities.

  • You have excellent written and verbal communication skills in English (additional languages are a plus).

  • You have positive and energetic communication skills, excellent listening skills and strong writing skills.

  • You are a multitasker and remain calm and focused in stressful situations.

  • You have high attention to details.

  • You have a 'can-do' mentality, and you get energy from challenges, you like engaging with customers and colleagues.

  • You have the ability to listen actively and the ability to adapt/respond to different types of characters easily.

  • You are goal-oriented, organized and have great time management skills.

  • You are a good mentor and like to help people develop their skills and knowledge.

  • You can deal with different personalities because you can communicate personally and effectively.

  • You enjoy working in a fast-paced environment.

  • You take responsibility and have the guts to take ownership of your own tasks and are not satisfied until you have achieved your goals.

  • Last but not least you are eager to learn and like to keep developing your own knowledge and skills which will help you determine your career path at Expandi!


If you think you’re a match for this role and can bring some great skills to the Expandi team, please apply! We’re excited to get to know you.


Remote
Lithuania, Vilnius, Lithuania
Support

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