Customer Support Representative (Afternoon shift-Remote)

Antavo
Hungary
Workplace: RemoteOthersFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Empathy","Teamwork","Prioritization"]

Provide first-line support to clients for Antavo’s omnichannel AI loyalty platform, responding to incidents and requests while meeting SLAs. Investigate and reproduce issues, document findings for Engineering, and act as the bridge to ensure timely resolution. Answer product and basic configuration questions, escalate complex cases, and help clients find the right documentation, including collaborating on support content improvements.

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Antavo
Antavo
1 year ago

Customer Support Representative (Afternoon shift-Remote)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Provide first-line support to clients for Antavo’s omnichannel AI loyalty platform, responding to incidents and requests while meeting SLAs. Investigate and reproduce issues, document findings for Engineering, and act as the bridge to ensure timely resolution. Answer product and basic configuration questions, escalate complex cases, and help clients find the right documentation, including collaborating on support content improvements.
Location: Hungary
Workplace: Remote
Employment Type: Others
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to incoming incidents and client requests while adhering to SLAs.
  • •Provide first-line support by checking, reproducing, and testing reported issues.
  • •Write clearly documented incident reports for the Engineering team when needed and ensure incidents are solved on time.
  • •Follow up with clients through updates until their issues are resolved; answer basic product questions and assist with self-service guidance.
  • •Solve basic configuration issues, escalate complex requests, and collaborate on documentation/content improvements; handle chat Q&A at dedicated times.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •Work experience at a SaaS company and/or in a customer service role.
  • •Experience working in an international environment.
  • •Experience using ticket management and help desk tools (e.g., Jira, Zendesk, Freshdesk).
  • •Ability to learn new technologies and product use cases in detail.
  • •Strong written and verbal communication skills in English; patient, empathetic, and solution-focused.
Skills:CommunicationProblem-solvingEmpathyTeamworkPrioritization
Languages:English
Tech Stack:JiraZendeskFreshdeskMagentoShopifySalesforceOracleEmarsys

Company Brief

Antavo
Provides an AI-powered, API-first loyalty management platform that helps enterprises design, run and optimize omnichannel loyalty and promotion programs for increased retention and lifetime value.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: London, United Kingdom
Founded: 2012
Glassdoor
Glassdoor: 3.7
WebsiteLinkedInGlassdoor