Product Expert
hace 3 semanas
**About Revolut Ltd**
At Revolut Ltd, we believe people deserve more from their money. More visibility, more control, and more freedom. Our mission is to deliver just that through our range of spending, saving, investing, exchanging, travelling, and more products. These services help our 45+ million customers get more from their money every day.
As we continue to grow at a rapid pace, two things are crucial to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work. We have a team of 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission.
We're looking for brilliant people who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.
**About the Role**
Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We're also internal customer champions, working with product teams to ensure users stay at the forefront of everything Revolut Ltd does. We are looking for a skilled Subject Matter Expert with a Customer Support background.
If you agree that ultimate user satisfaction is the leading growing force of business, keep reading. If you are ready to put your experience and ideas into practice to improve products and services, keep reading. If you're ready to join us in delivering WOW to our customers, let's get in touch.
**Key Responsibilities**
1. Providing technical support: assist customers with troubleshooting and resolving issues.
2. Being the first-line support: assist customers with technical issues and escalate complex problems to the product engineering team.
3. Testing and diagnosing bugs: replicate customer-reported issues and assist in diagnosing bugs in the software or hardware.
4. Escalating issues: escalate complex technical issues to the product engineering team in a structured manner by gathering all relevant information from the customer.
5. Training and Onboarding: help new customers understand and utilise the products and system efficiently.
6. Documenting solutions: maintain and update knowledge base articles, FAQs, user guides, and training materials for internal and external use.
**Requirements**
1. Fluency in English.
2. 1+ year background of working in Support.
3. A collaborative mindset, able to work seamlessly with cross-functional teams and stakeholders.
4. Empathy, and love for helping people.
5. The ability to handle difficult customers and stressful situations calmly.
6. Attention to detail and the ability to handle complex issues with accuracy.
**Nice to Have**
Previous experience in a position as a Subject Matter Expert and/or the first-line support representative.
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