Customer Success

hace 2 semanas

Girona, España Wikiloc A tiempo completo

**How to apply**:
**About this role**

We’re looking for a Customer Support specialist to join our support team. You will support users by addressing their questions and technical issues. You’ll often be our customer's first point of contact and will also represent their voices internally. Therefore, you’ll also help us improve our product by collecting feedback from customers.

**What you’ll do**
- Understand what users want, organize their ideas, and write adequate help documentation for them.
- Explain to users how to use our features effectively.
- Identify and address common user queries and concerns by analyzing user feedback and data and implementing strategies to improve the customer experience.
- Escalate complex issues to relevant teams when needed.
- Document user interactions, transactions, comments, and complaints using our system.
- Analyze user feedback data and suggest improvements.
- Work with cross-functional teams to improve the efficiency and effectiveness of our customer support processes by identifying and implementing process improvements and automation opportunities.
- Work with developers to find and solve bugs.

**About you**
- Have outstanding communication skills in English, Catalan, and Spanish. Any other languages you speak would be a bonus.
- You’re an excellent-written communicator, enjoy producing help documentation, and can win frustrated users over with your excellent writing skills.
- Experience in writing and editing technical content for a help center or similar resource.
- Ability to work independently as well as collaboratively with other teams.
- You learn quickly and enjoy deep diving into technical issues and solving them.
- Are highly self-driven, responsible, well-organized, and able to handle several tasks at the same time.
- Have a passion for outdoor activities, apps, technology and familiarity with Wikiloc.

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