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As a Support Analyst, you will contribute to our best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders. Working alongside a team of Customer Support Agents, Operations Support Technicians and Engineers, and support management, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. With a strong focus on technical and analytical skills, you will ensure timely and effective resolution of requests.
In this role you will :
- Assist customers, partners, and internal stakeholders through various communication channels, including email, chat, and service management platforms.
- Promptly acknowledge and resolve customer requests according to priority and within defined service level agreements.
- Follow standard operating procedures, utilizing knowledge base articles, internal documentation, and training resources to resolve requests.
- Support ongoing service operations by monitoring and managing vendor services, reconciling transactions and subscription accounts, and handling offline refund processing.
- Provide professional, courteous, and efficient service, exceeding customer expectations.
- Collaborate with the Customer Support team, offering expertise and assistance for ad-hoc or complex cases.
- Escalate advanced or ad-hoc requests to higher-level tiers or other internal teams when necessary.
- Contribute to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
- Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
- Develop and maintain a comprehensive understanding of our products, services, programs, and customer requirements.
We are looking for :
- Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
- Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
- Strong data analysis skills, including working with relational databases, data visualization, Microsoft Excel data analysis tools (including Pivot tables), and statistical analysis.
- Excellent critical thinking and analytical skills, enabling effective problem-solving and decision-making.
- Strong verbal and written communication skills in English, with a customer-centric approach.
- At least beginner level in technical support
- Ability to thrive under pressure while maintaining professionalism.
- Eagerness to learn and grow, particularly in technical areas.
- Self-motivation, initiative, and accountability in handling responsibilities and tasks.
We offer for you
- Stock options for publicly listed Boku Inc
- Extra vacation days between Christmas and New Year
- Home Office equipment budget
- We are a family-friendly employer with a certified gold level
- Exciting possibility to work with well-known names in the internet/digital/mobile/gaming industry
- Personal development, growth & learning opportunities in a motivated, talented and international team
- Frequent all-inclusive team events that will help you quickly integrate into our talented and fun team
- Independence to define your role: the freedom to act and take responsibility
- Variety of learning & development opportunities and much more
Asukoht
- Tallinn, Harjumaa, Eesti
Tööaeg
- Täistööaeg
Keeled
- Inglise
Elis Krevald
Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Apple, Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 250 local payment methods that reach 7 billion accounts across 65 countries. Every year, Boku processes over $9 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.