Customer Support Specialist

Exely is a global IT company specializing in online solutions and websites for the hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 6000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in the APAC and EMEA regions and speaks over 35 languages, providing an exceptional opportunity to share global exchange experiences.

Our team is growing rapidly in the EMEA region and is looking for a Customer Support Specialist to assist our hotels in Armenia.

Are you passionate about learning technical skills, training others, and building strong relationships with clients? Apply for the Customer Support Specialist position at Exely, where you will have the opportunity to onboard, train, and support hoteliers using various products.

As a Customer Support Specialist, you will:

• Teach clients how to use the Exely products;
• Provide strong support by processing clients’ requests via calls and emails (e.g., clarifying the meanings of reports, and guiding product use) proficiently in Armenian, Russian, and English;
• Handle client feedback and transfer technical requests to the second support line;
• Ensure that our products are functioning correctly on the client side. If mistakes are found, create and send a list of recommendations to the client for proper operation.

Requirements

• Based in Yerevan, Armenia;

• Strong communication skills, both written and verbal Armenian, Russian and English;

• Available to work Monday-Friday, 9 AM-6 PM (local time);
• Availability for business trips across Armenia;

• At least 1 year of experience within the customer service of IT-company or call center;
• Experience within the hospitality or technology industry for hoteliers would be your advantage;
• Customer-centric approach, developed EQ, high level of stress resistance;
• Comfortable with CRM and computer software;

• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira).
  
  Please note that this is not a part-time position and cannot be combined with other employment!

Benefits

• Competitive salary based on your experience;
• Commissions based on KPI;
• Laptop and headset for work;
• Health insurance after probation period (3 months);
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings;
• The start-up environment is fast-paced and constantly growing, with full support from our established international team;
• Online & Offline camps, workshops and gatherings;
• Network with colleagues from all over the world.

Steps of the hiring process: Interview with HR → Test Task → Professional Interview with Hiring Managers → Offer