Whisbi is how the world's biggest companies are starting sales conversations with their customers. Whisbi has been shortening sales cycles for large enterprises for ten years, by delivering conversational solutions that engage customers in the exact moment a sales decision occurs. Whisbi's solutions blend voice, messaging and video communication, with AI and conversational expertise in specific industry verticals. What this means is that companies can quickly build sustainable sales flows around complex organizations and business rules. Global enterprises such as AT&T, Vodafone, Toyota, Hyundai and Sky trust Whisbi to coordinate their assisted and unassisted sales. Whisbi is always the channel with the highest close rate. To cut to the chase,
About the roleAs a Customer Support Technician L3 at Whisbi, you will have the chance to support our Enterprise-level customers in issues related to the use of our Software or infrastructure. You would support Enterprises based at a Global level via different channels, aiming at providing high-level support and resolution.
About the teamThe Whisbi Support Team is made of talented, experienced professionals that ensure a correct understanding and use of Whisbi's software from pre to post-sales phases. Indeed, they are the point of contact with both external and internal stakeholders. We have three levels of support, depending on the complexity of the topics, L1 is the most simple one, and L3 takes the most challenging ones.
What you'll be doing on the teamTake ownership of customer issues reported and see problems through to resolution.Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.Collaborate with internal teams to solve our customers' issues within the best timings and aim at offering the best solutions.Document Bugs, and collect the proper information and traces from clients.Follow standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.Provide prompt and accurate feedback to customers.Ensure proper recording and closure of all issues.Document knowledge in the form of knowledge base tech notes.About youA problem solver and strategic thinker with a customer-first mentality, and a consistent record in delivering extraordinary customer support. Your skills and accomplishments to date should include the following:
Giving support to companies based worldwide, we need someone who is open to rotating shifts, nights included.You have a nearly native level of English and Spanish.You have relevant experience in technical support in B2B and SaaS companies.You have technical skills, Basic knowledge of Javascript (no coding skills but understanding the concepts).Familiarity with REST APIs and API documentation.You are tech-savvy, with up-to-date technical knowledge (web-based).A critical thinker with the ability to logically and methodically investigate and problem-solve.You have great listening skills, showing empathy with our customers and aiming at helping them in solving their issues.You have excellent written and verbal communication skills.You are a great team player who likes collaborating and sharing.About usWe can offer you a great culture and the following perks:
Competitive salaryFlexible compensation plan with tax-free benefitsFinancial well-being platform - get the most of your salary with PayflowCareer progression opportunitiesTraining / Courses / CertificationsFlexible scheduleFully remote work options - but we also have an amazing office & co-working space in the city center of BarcelonaFree coffee & beer ?Healthy life with Andjoy23 days holiday + 3 Whisbi Well-Being daysPet FriendlyYoga classesOnline language classesInternational & multicultural environmentFun environment & team: company events, celebrations, etc.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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