Level 2 Customer Support Agent

Join our new back-office support team for our client, MyHeritage. ︀︋︇️︄︊︉︋︂︆︄︄︁︁︎︌︈︂︇︍︈︆︅️︊︄︈︌︊︎︂︎

In this role, you will help people around the world discover their family stories and explore their history. MyHeritage is an online genealogy platform with web, mobile, and software products and services introduced by the Israeli company in 2003.
MyHeritage offers users the possibility to obtain their family trees, upload and browse through photos, search through over 19.9 billion historical records and even access a DNA test that will reveal their unique ethnic background and match them with newfound relatives.

Required skills and experience:

• Advanced (C1) English level
• Previous work experience in a technical account (ex. troubleshooting a product)
• Availability to work full-time, in shifts covering Monday-Friday, 8:00 - 22:00
• Availability to work on site from our offices in Bucharest, Afi Park 3
• Comfortable working with multiple systems and the ability to learn and adapt to new ones
• Strong level of ownership for personal success in reaching targets
• Resilience and a high level of accountability, ability to thrive under pressure
• Excellent communication skills, critical for strengthening the existing relationship between client’s brand and its users, leaving them satisfied with the product and services
• Client orientation, empathy and a caring, friendly and helpful attitude

• You will be expected to deliver outstanding support to our client’s community and go above and beyond the day to day duties.
• You will support the users of the online genealogy platform with troubleshooting via chat and e-mail and you will:
• Provide quаlity аnd profеssionаl responses to customers via еmаil and chаt
• Troubleshoot, negotiate and provide information and solutions to customers, with the highest standards of professional customer care
• Efficiently gather customer information, determine and fulfill customer needs
• Provide quality service and support in a variety of areas including, but not limited to: account verification/ assistance, product knowledge and system troubleshooting
• Go the extra mile to find creative solutions to accommodate customer requests and queries in an efficient and timely manner

• Stable job, in a multicultural fast-growing environment
• Above-average fixed salary, performance and tenure-based bonuses, depending on the position
• Monthly meal tickets
• Free access to our modern and fully-equipped employees' gym space in our office building in Bucharest
• For the shifts ending at 10:00 PM, the company will provide transportation
• Private medical subscription coverage
• Extra health benefits: special discounts for dental care and optical services with our partner
• Reimbursement for your public transportation subscription, after the trial period
• Gym subscription reimbursement, after the trial period
• Free subscription to the Bookster virtual library
• Dedicated psychologist available for free sessions (online or face to face)
• Special discounts and rates for a variety of services and products: from telecom and banking to tech and home appliances, library, wellness, travel and many more
• Paid training and international career opportunities
• Multilingual exposure - improve your spoken and written language skills
• Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

Benefits

• Performance bonus
• Medical subscription
• Gym membership
• Trainings
• Courses
• Certifications
• Bookster subscription
• Transport cost reimbursement
• Extra days off
• Flexible work schedule
• Teambuildings / trips
• Parties / company events
• Fun / Relax Area
• Meal vouchers