(fluent Czech) Customer Support Consultant (remotely)

About the Role

The role requires a high level of attention to detail, analytical and research skills, and a positive, responsible attitude. You will work closely with the sales team to ensure seamless customer handovers and collaborate with other departments to resolve complex customer issues. Your ability to work independently, manage your time effectively, and maintain confidentiality when handling sensitive customer information will be essential to your success in this position.

What You Will Do

• Communicate with hot leads and existing customers via calls, emails, and chats to resolve their queries and provide support
• Build positive and long-lasting relationships with customers to ensure high levels of customer satisfaction
• Meet team KPIs consistently, such as response rates, resolution times, and customer satisfaction scores
• Stay up-to-date with the latest technologies and trends in the industry to apply this knowledge in resolving customer queries
• Securely work with customers’ sensitive information, maintaining confidentiality at all times
• Apply the latest and greatest customer happiness practices to continuously improve customer experience
• Maintain working knowledge of our client’s products and services, including features, benefits, and applications
• Collaborate with the sales team to ensure seamless customer handovers and resolve any post-sales issues
• Work closely with other departments, such as technical and product teams, to resolve complex customer issues
• Participate in training and development programs to continuously improve your skills and knowledge

What We Are Looking For

• Excellent Czech and English (B2) communication skills, both written and verbal
• Attention to detail and analytical skills to resolve customer queries efficiently
• Positive and responsible attitude, with a customer-centric approach
• Experience in customer-facing roles, preferably in tech or a related field
• Strong research skills to troubleshoot and resolve complex customer issues
• Ability to work independently, manage time effectively, and maintain confidentiality
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
• Experience with CRM systems is a plus
• Customer service or sales experience is highly desirable

Nice to Have

• Experience with customer support software and tools, such as Zendesk or Freshdesk
• Knowledge of IT and tech-related concepts, such as cloud computing, networking, or cybersecurity
• Certification in customer service, such as CCNA or ITIL

Benefits and Perks

• Fixed schedule: Monday to Friday 9 AM–5 PM, CET
• Opportunity to work fully remotely, with flexible working hours
• Inclusive international environment, with a diverse team from over 30 countries
• Compensation in USD, with good bonuses for referring friends
• Paid intensive training and probation, with a comprehensive onboarding program
• Work-life balance, with responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development, with opportunities for career advancement and professional growth

• To stand out in your application, highlight your experience in customer-facing roles and any relevant certifications, such as CCNA or ITIL.
• Practice your communication skills, particularly in Czech and English, to demonstrate your ability to provide top-notch support.
• Be prepared to provide examples of times when you had to troubleshoot complex customer issues and how you resolved them.
• Showcase your knowledge of the latest technologies and trends in the industry, and explain how you apply this knowledge in your work.
• During the interview, ask questions about the company culture, opportunities for growth, and the typical career path for a Customer Support Consultant.
• Make sure your personal laptop or computer meets the technical requirements, and have a stable internet connection for remote work.