Customer Support Representative

We are searching for a
**Customer Support Representative**

for our US client partner. 

**Base Salary**

50,000MKD NET 

**Working Hours**

Monday to Friday

1500 – 2300 CEST + one half-day Saturday monthly (paid as overtime)

Work from home

**Your Opportunity**

As our Partner’s Customer Support Representative, you will join the leading Real Estate SaaS product in the USA. You will directly interact with and support customers using the product(s).

**Day to day duties include**

- Provide tier 1 & 2 support to customers.
- Update ticketing system with real-time customer feedback.
- Maintain the SLAs and KPIs.
- Identify recurring trends and common customer aversions and escalate issues to the in-house team.
- Establish and maintain relationships with agent customers.
- Work closely with the Account Executive team to keep yourself updated on agent customer needs.
- Execute and coordinate training sessions and support our Account Executives during the client onboarding process.

**Candidate Profile and Experience**

The successful candidate will be a go-getter who can work independently, is highly organised and diligent. They will be expected to deliver results quickly.

- 2+ years of experience working directly with customers either in sales or account management.
- Excellent English literacy and well organised.
- Able to please and grow customer accounts by building good working relationships.
- Experience with CRM or basic ticketing systems.
- Experience with onboarding new clients and supporting training and special projects.
- Quick product learner with an eye for noticing product deficiencies and flaws.
- Being able to work cross functionally with other departments (Product, Sales, Operations).
- Polite, professional, organised and confident to give thoughtful insights and feedback.

**Job Benefits**

- Private health insurance
- Computer with 24/7 IT support
- Work alongside successful managers, entrepreneurs, and mentors
- Training and development programs

**About Connect Macedonia**

Connect Macedonia is an offshoring and outsourcing company. We are the legal employer of record, and we pay full benefits and insurances. Our staff work and are managed directly by the client, with Connect providing full local support, infrastructure, and facilities.