Community Support Specialist

Specialist For Community Support Team

We are seeking a Specialist to join client Community Support Team. This role will primarily focus on managing ticketed support requests from our community of users and moderators. You will be responsible for efficiently resolving a variety of issues, escalating complex problems when necessary, and working collaboratively with cross-functional teams to enhance the moderator support experience.

Key Responsibilities

• Provide first-line support for non-technical issues raised by client users.
• Handle and resolve ticketed support requests from moderators promptly and effectively.
• Escalate complex issues to appropriate teams and follow up to ensure resolution.
• Collaborate with cross-functional teams to identify and implement improvements in client's support processes.
• Maintain comprehensive documentation of support interactions and resolutions.
• Stay updated on platform changes and community guidelines to provide accurate and timely support.

Qualifications

• Previous experience as a moderator on Quora or similar platform experience is required.
• Familiarity with Zendesk or similar ticketing systems.
• Proven experience in providing first-line support in a customer service environment.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to troubleshoot issues effectively.
• Experience working in a team-oriented environment and collaborating with cross-functional teams.

Preferred Qualifications

• Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian).

GMT working hours, with some flexibility. Weekend coverage will be required, sometimes.