Tech Stack

Description

As a Customer Experience Specialist at Smartcat, you will assist customers with empathy and clear communication, resolve issues via Zendesk and YouTrack, and collaborate with product, engineering, and account teams to maintain high satisfaction. You'll also participate in an on-call rotation for enterprise clients and contribute to internal documentation.

Requirements

• Customer obsession, empathy, ownership, and openness
• Excellent written and spoken English
• Basic knowledge of Python scripting, APIs, HTTP, XML, JSON, XPath, Regex
• Exceptional troubleshooting and problem-solving skills
• Readiness to work in a fast-paced startup environment

Responsibilities

• Resolve customer requests in Zendesk and YouTrack
• Engage with customers via tickets during shifts
• Participate in rotational on-call roster for enterprise customers
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for help center and internal use