Second Line Customer Success Specialist
Oxylabs.io
full-time
Posted on:
Location Type: Hybrid
Location: Vilnius • 🇱🇹 Lithuania
Visit company websiteSalary
💰 €1,500 - €2,400 per month
Job Level
Mid-LevelSenior
About the role
- Maintenance of L2 queue (tickets): Interacting with client cases that were forwarded to L2. Analysing the mentioned tickets and deciding on the best course of action. Making sure that the necessary tickets reach the correct stakeholders. Resolving technical issues for the client.
- Feedback and work with different tech stakeholders: Collect/identify possible areas of improvement for our products or services and communicate that information to the relevant stakeholders. Work with different teams to ensure that we are working as efficiently as possible.
- Acquiring and sharing knowledge: Work with the L2 team and other tech teams to acquire relevant information/skills to ensure that you can resolve the majority of the cases effectively. Maintain & improve current knowledge-sharing practices. Analyze and identify areas of improvement for both L1 and L2 success practices.
Requirements
- Prior experience working in Customer Support
- Strong technical aptitude with a demonstrated ability to quickly learn new tools, seek out information independently and troubleshoot unfamiliar systems effectively
- Adept knowledge of Customer success-related tools and processes
- Adept knowledge of Oxylabs products and services
- Nice to have: Demonstrated ability to investigate issues independently and propose solutions
- Nice to have: Understanding of automated data collection and anti-bot behaviours
Benefits
- Access to mental and physical well-being resources
- Internal/external learning resources
- Knowledge sharing events
- Career opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingdata collectionanti-bot behaviors
Soft skills
communicationproblem-solvingindependent investigationknowledge sharing