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Customer Support Representative, 1st line

Remote
  • Belgrade, Beograd, Serbia
Customer Success

Job description

We are looking for an exceptional 1ts line Customer Support Representative to join our team and actively contribute to our growth and success. As part of the Intento team, you will have the opportunity to play an active role in supporting global companies as they implement and utilize our AI technology.

This is a remote position, and we consider candidates from the EU time zone.


About Intento:

Intento is a fast-growing company founded by two PhDs in AI and has gained recognition from industry leaders such as OpenAI and Gartner. With 75+ employees working remotely from locations around the world, our head office is located in California, USA.

Values you can expect from working at Intento:

  • Work in an exciting, fast-paced startup environment where you can personally influence the company's course.

  • Transparency of business strategies.

  • Autonomy, balanced by responsibility.

  • Solving significant industrial problems.

  • Gain first-hand experience deploying solutions to Fortune 500 companies.

  • Get exposed to AI at a unique company while meeting various industry professionals.

Job requirements

Our ideal candidate has:

  • Fluency in English, with excellent writing and speaking skills. Knowledge of a third language is a huge plus.

  • 3+ years in technical support, QA or customer-facing technical roles, preferably in IT-segment (especially US or EU market).

  • Experience in the localization industry or background in computational linguistics is a huge plus.

  • Strong self-learning and information processing skills in a fast-paced environment.

  • Customer-oriented mentality.

Responsibilities:

  • Actively working with customers to identify and resolve various support questions and issues, from simple to complex, via email and troubleshooting sessions.

  • Exceeding customer expectations by delivering exceptional service.

  • Taking ownership of customer needs by following up with tickets and escalating internally where necessary

  • Identifying, troubleshooting, documenting, and escalating internal and external customers' technical issues and bugs to the Development team efficiently and accurately

  • Building and augmenting our internal Knowledge Base and external resources so that reoccurring solutions are documented to enhance the quality of our customer responses and reduce resolution time

  • Demonstrating leadership and autonomy in resolving complex technical problems, including escalations to the Development team

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