Client Support Specialist

customer support
customer service
technical support
IT support
Location
Bratislava or also remote (online)
Start date
ASAP (by agreement)
Type of job offer
Full-time permanent employment
Monthly salary
1400 - 2000 €

Job description

Hello from Vestberry! We aim to provide a world-class experience to our clients and participate in solving their queries during the onboarding process and retention phase. Hence we are looking for a Client Support Specialist who will help us with:

  • Supporting clients via live chat, email, and phone when required. Gathering necessary information from clients to advance cases to the product team when necessary.

  • Accurately linking and categorizing clients' inquiries (bugs, tasks, or feature requests) based on the internal ticket system (priority & severity), gathering appropriate information to triage to senior team members to resolve - working closely with product, development, customer success teams, and other groups in the analysis, interpretation, and resolution of client issues.

  • Utilizing internal systems to log issues, escalate unresolved queries, and get follow-ups with relevant departments for issue resolution.

  • Guiding clients through the whole problem-solving process, providing updates about the problem fixes, and answering any questions. 

  • Documenting and managing all queries in internal CRM tools, enhancement requests, and feedback received via email and chat to ensure timely resolution and a positive client experience overall.

  • Staying informed on product changes and rapidly learning information about product functionality changes.

  • Being part of the relationship-building process, and supporting high net worth clients from across the globe. Acting as the client-facing liaison for all service-related needs.

While there are challenges aplenty, there are many reasons you might enjoy working with us. We believe this is an excellent opportunity to get exposure to a startup environment and become part of our growth story. It is also an ideal gateway to the world of venture capital and private equity. You will:

  • Get the chance to work with the data of industry leaders (like Atomico - the 2nd largest EU VC fund) and improve the way they work.

  • Author, edit, and publish quality Vestberry University knowledgebase content to improve client self-service resources.

  • Be proactive and identify innovative ways to improve the client experience.

If that sounds like a match, do let us know! You will work with our Customer Success team – experienced Customer Success Managers and Data Analysts, who will not only give you valuable industry knowledge but will also challenge and help develop your time-management and problem-solving skills.

Who are we looking for

Regardless of the specifics of your background, you should be able to demonstrate:

  • An interest in the world of finance/venture capital/private equity.

  • Experience with client services/client support on the Live Chat channel is a plus.

  • Exceptional client service, being supportive, flexible, and a team player.

  • Quickly and efficiently identify key issues or variables to consider when making important decisions.

  • Communication skills that include professional English and the skills to calm a heated situation and focus on achieving an outcome that works for all parties involved.

  • High-level problem-solving and analytical thinking skills. 

Why should you choose us

What we offer:

We believe Vestberry is an opportunity to work on a successful local project in the fintech sector with clients worldwide. It's still “just work,” and we try not to take ourselves too seriously, but we place importance on creating an environment where we can enjoy ourselves most of the time.

Vestberry isn't our first rodeo. While our average age is 30, we've already been through stuff, know where our boundaries are and have a culture where it's OK to admit we don't know something. That's why we love people who know more than us and frequently engage them as consultants or hire them full-time. Also, we have an atmosphere of mutual trust and growth. We share “typically hidden” details during our all-hands, answer all questions, and often have team-generated sessions where we learn from each other.

Work-life balance

  • Vacation days & sick days: Take the time you need to recharge and come back full of new ideas and energy. Everyone is guaranteed a minimum of 20 - 25 vacation days.

  • Flexible hours & work from home: We let you structure your work schedule around your needs and it is up to you where you work. We welcome you to join us in the office from time to time.

  • MultiSport card: Everyone gets a fully paid MultiSport card to enjoy various sports and wellness facilities.

Team bonding

  • Quality time with the founders: Get 1on1 time with a founder to talk about anything. Share your ideas, ask for advice or just bond. Book one of the "Talk to me about anything” slots in their calendar.

  • Company offsites: Twice per year, we get away from the office for a few days, reflect, and have meaningful discussions about strategy, and the future of the organization.

  • Team breakfast: Twice a month, we take a long morning and catch up with colleagues from other teams on both work & fun topics over a delicious breakfast.

Office life

  • Great office location: We’ve got a private office within Campus Cowork in Bratislava's city center, overlooking the Presidential Palace (say hello to Madam President). There is a rooftop terrace on the 7th floor as well.

  • Pet-friendly colleagues: Most of our colleagues have a dog or other pets. We even have a #cutenessoverload channel on Slack where you share your cute pet moments. Anyhow, your furry friend is welcome to join you at the office.

  • Plants all around: Forget about the concrete jungle and unwelcoming office buildings. In the Vestberry office, there are more plants than people. Welcome to our jungle.

  • On-site coffee shop: Need a coffee break? Campus Cowork has an on-site coffee shop with great coffee and various snacks. Order a cup of coffee and head to the 7th-floor rooftop terrace to enjoy it.

Language proficiency

  • - English - B2 - upper intermediate

Details

  • A recent college graduate
  • Young professional (work experience up to 3 years from college graduation)
  • Professional

About organization

​​Hello from Vestberry! For the last four years, we've been building a fintech analytical tool that's helping manage billions of dollars worth of Private Equity & Venture Capital fund investments...
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