Level 2 Customer Support Agent (On-site)

Join our new back-office support team for our client, MyHeritage — this is an on-site role based in our Bucharest office.

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-Sunday, 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

As a Level 2 Customer Support Agent:

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, e-mail and outbound calls, 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

We offer:

• A stable job in a dynamic, multicultural and fast-growing environment
• Fixed salary package, complemented by performance- and tenure-based bonuses, depending on the position
• Monthly meal vouchers
• Private medical subscription
• Additional health benefits, including special discounts for dental care and optical services
• Free access to our modern, fully equipped employee gym located in our Bucharest office building
• Public transportation subscription reimbursement after the first 30 working days
• Gym membership reimbursement after the after the first 30 working days
• Free access to Bookster, Romania’s popular corporate library platform
• Access to a dedicated psychologist, with free counselling sessions
• Exclusive employee discounts and preferential rates across a wide range of products and services, including telecom, banking, technology, home appliances, wellness, travel and more
• Fully paid training and opportunities to build an international career
• A truly multilingual environment, where you can continuously improve your spoken and written language skills
• Opportunities to get involved in community and CSR projects throughout the year and contribute to causes that matter

Benefits

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