Senior Customer Support/Care Specialist

Application deadline: 30 Apr 2022

Start date: ASAP

Term: Permanent, Full-time

Location: Yerevan, Armenia

HELTUN is an Armenian-US high tech hardware company focusing on Smart Home solutions. We are developing our own smart home & IoT devices based on Z-Wave technology sold in 30+ countries worldwide. The company has built an ambitious, experienced, and hard-working team of HW/SW engineers, investors & business development professionals from Armenia and Silicon Valley. With a local vision of recovering engineering traditions in Armenia and making “Made in Armenia” product labeling a worldwide quality standard, we have a global vision of making SmartHome accessible for everyone.

For more information about the company and products please visit our webpage at www.heltun.com

 

Job Description

We are looking for a energetic professional with passion to “Made in Armenia” products to join our growing team taking the important role of senior customer support/care specialist. Our ideal candidate will be responsible for assisting our customers with technical problems when using our products. The job requires outstanding written communication and passion to make happy customers. Outstanding communication abilities and data entry skills are essential for candidates. As a part of the job, you need to set up a ticketing software/CRM and learn how our devices work to help our users efficiently.

 

Job Responsibilities

  • Setup customer support processes and ticketing software/CRM

  • Troubleshoot, resolve and provide excellent customer service including answering questions, analyzing problems, and quickly forming solutions via different channels such as tickets, live chat, forums, etc.

  • Identify customer needs and guide them to use specific features and functionalities

  • Monitor customer complaints on social media and reach out to provide assistance

  • Follow up with customers to ensure their technical issues are resolved.

  • Inform customers about new features and functionalities

  • Communicate clearly and effectively with teams and management to quickly resolve issues and ensure customer satisfaction.

  • Gather customer feedback/reports and share with our Product, Sales, and Marketing teams

  • Share feature requests and effective workarounds with Product team

  • Improve the efficiency and customer satisfaction by optimizing the processes

  • Document technical knowledge in the form of notes and manuals

  • Participate in hiring, training, and onboarding of new team members

 

Required Qualifications

  • 4+ years experience as a Customer Support/Care specialist or similar role

  • Excellent verbal and written communication skills in English, Russian

  • Experience administering Salesforce, Freshdesk, Zendesk, or similar ticket management platforms

  • Experience with instant chat support and knowledge of relevant processes and tools

  • Ability to diagnose and troubleshoot basic technical issues

  • Ability to effectively work under strict deadlines and in a team environment

  • Good planning, organizational, and time management skills

  • Excellent customer service skills & attention to details

  • Analytical and problem-solving skills

  • Flexibility to work on holidays and weekends

  • The following knowledge/experience will be an advantage

    • Understanding of computer systems, mobile devices, and other tech products

    • QA experience

    • Technical writer experience

    • Technical background

    • Experience in a hardware related company

    • Experience with IoT products

    • BS/MS in Computer Science, Engineering or similar relevant field

 

If you are a highly motivated individual with a genuine interest in hardware and IoT technology and you have a passion to supporting cutting-edge “Made in Armenia” products, we have the perfect job for you!

 

Required Candidate Level: Senior

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Application Procedure

Interested candidates are welcome to send their CV and Cover Letter to: hr@heltun.com indicating the position title "Senior Customer Support" in the subject line of the email. Only shortlisted candidates and those with mandatory experience in international sales will be contacted for the interview. Early applications are encouraged. The vacancy will be closed once the suitable candidate is selected, even before the deadline of application submission.