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ExpressVPN

Customer Support Specialist (for PIA & CyberGhost VPN brands)

Bucharest , Romania

Join Kape Technologies and help shape the future of privacy with CyberGhost, PIA, and ExpressVPN

We are expanding our Customer Support Department in Bucharest and are seeking natural problem solvers who are fluent in English. If you have a passion for technology and enjoy solving problems, we would be delighted to welcome you to our team, where you will provide dedicated customer support to PIA and CyberGhost VPN users.

Our customer representatives play a crucial part as a bridge between customers and the company's success. Collaborating closely with the product operations, product, and marketing teams, they aim to deliver an exceptional customer support experience. By providing proactive customer support and quickly addressing product-related issues, they ensure customer satisfaction and play a key role in boosting the brand's image and visibility in the market.

What you’ll do 

  • Responding to customer inquiries via chat, email, and social media channels in English, professionally and efficiently.
  • Diagnosing technical issues and providing appropriate solutions to customers.
  • Identifying and escalating emerging trends to the relevant team.
  • Ensuring accurate documentation and efficient issue handling in a ticketing system, closely following standard processes and procedures.
  • Interacting with our tech-savvy customers through live chat and email.
  • Answering presale queries with confidence and effectively selling the benefits of our product.
  • Troubleshooting technical issues, finding and communicating easy-to-follow solutions.
  • Understanding the concerns of customers considering cancellation and retaining them.
  • Participating in team meetings and training sessions.

What you’ll bring 

  • Strong written and verbal communication skills in English
  • Customer-centric with strong interpersonal skills and computer proficiency.
  • Able to collaborate effectively with colleagues and contribute as a reliable team player.
  • Demonstrated ability in active listening skills and attention to detail.
  • Polite and proactive in directing customers to appropriate assistance when necessary.
  • Thrive in a fast-paced, technology-driven, and constantly evolving work environment

Best things about this role

  • You'll be working in a dynamic 24/7 schedule with three shifts, in a fast- growing company that offers great opportunities for personal growth and the chance to tackle exciting, new challenges.
  • Convenient central office location for easy commuting (Dionisie Lupu 72, Bucharest)
  • Enjoying a fun, flexible work environment that fosters creativity and collaboration.
  • Becoming a valued member of an awesome, fun, and high-performance team that prioritizes work-life balance.
  • Access to constant training, both customer support using various tools and acquiring new knowledge.
  • Support and guidance in adapting to the privacy and security industry, helping you make the most of your skills and expertise.

Benefits

Health and happiness go hand in hand, and we make every effort to support our team members in all facets of their lives—both inside and outside the office. Learn more about our employee benefits by visiting our careers page.

Before you apply

  • At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.
  • Please upload your resume as a PDF and do not include any salary or compensation information in it.

ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.

Please note that all offers are subject to reference checks from one or more of your former managers/colleagues. For your current manager, we understand that every company has distinct HR practices, and will only speak with them at a mutually agreed-upon time that works for you.

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