Customer Support Specialist

1 week ago

Bucharest Metropolitan Area, Romania Allyis Full time 20,000 - 60,000 per year

Working Hours: 10am – 7pm (Mon-Thu), 9am-6pm (Friday)

Location: Bucharest (Once a week to office is mandatory)

The Advanced Capability Advocates team, a team which specializes in
advanced support
by managing escalations and consultation cases beyond the scope of Frontline advocates. These cases arise due to tool limitations, security restrictions, or scenario complexity. Examples include, but are not limited to:

Accounts

  • Account blocks
  • The customer's account is in a blocked/suspended state
  • Account recovery
  • The customer is requesting a password reset
  • Alias renames
  • The customer is requesting assistance with adding a previously deleted alias back to their account, or promoting an existing alias to the primary for their account
  • IP Log requests
  • The customer is requesting a history of IP addresses that have utilized their account

Billing

  • High Value Refunds (HVRs)
  • Unauthorized purchases were made by a minor on the customer's account
  • Prepaid Card (PPC) Issues
  • The customer is requesting assistance with a prepaid card, such as gift cards
  • Engaging PayOps
  • When refund issues, subscription issues, or payment instrument issues cannot be solved by normal ACA processes, PayOps will be engaged

ATO (Account Takeover)

  • These are situations where a customer's account has been compromised or taken over by an unauthorized party. These scenarios will be addressed in a separate training session.

ADV (Advocacy) /ELP (Executive, Legal & Press)

  • These are cases where a customer has reached out to an FTE (Full Time Employee) or Executive due to an unsatisfactory experience, or a case has been deemed to be at risk of a legal or press related issue. These cases may not be outside of our usual processes, but will require special "White Glove" handling to ensure a more positive experience for the customer.

Job Requirements:

  • Strong experience with MS ecosystem (windows or AD or any MS product support) and excellent communication skills.
  • Experience in Customer Service & ability to handle escalations by phone/email/chat/teams
  • Strong critical thinking and decision-making abilities
  • Attention to detail
  • Adaptable and flexible in a fast-moving environment

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