Customer Support Specialist (L2)

Terrasoft is a premium vendor of process-driven CRM software for marketing, sales and service that has been successfully operating in the CRM market for more than 14 years. Bpm'online provides unique synergy of BPM technologies and CRM to empower organizations to accelerate time-to-strategy execution. The beauty and core value of bpm'online products are the out-of-the-box best practice processes that guide users through the most effective actions to accelerate results. Users love bpm'online's engaging interface with its social look and feel, free from redundant information that keeps them focused on what's relevant.
We are looking for a Customer Support Specialist (L2) to join our team.
  • Providing advisory services on bpm'online functionality, business logic, etc.
  • Carrying out remote meetings with customers on technical issues
  • Informing clients about the status of their cases resolution upon request
  • Identifying the reasons of the occurred problems and delivering the alternative solutions to the client`s cases
  • Analysing the incoming cases, accumulating them into the problems and ideas, initiating the product development options
  • English - Upper-Intermediate
  • Experience in managing corporate customer relations
  • Understanding of Service Desk principles
  • Experience with any Ticketing system (bpm’online service, JIRA, Zendesk, etc.)
  • Knowledge of basic SQL- queries design (simple queries, Joins, nested queries) – mandatory
  • Experience with CRM-systems - will be a plus
  • Strong analytical skills
  • Excellent communication skills (both written and spoken)
  • Friendly, customer focused, attentive to details
  • Understanding of PC architecture, computer networks - will be a plus
  • Skills in writing scripts using programming languages - will be a plus
  • Opportunity to work in a world leading software company
  • Unique experience of working with global markets (Americas, EMEA, APAC)
  • Enormous opportunities for professional and career growth
  • Competitive salary
  • Professional training
  • Healthcare insurance
  • Corporate gym and café
  • Working schedule: 8 am – 5 pm, 9 am – 6 pm, 10 am – 7 pm, or 11 am - 8 pm, 2 pm - 11 pm, 11 pm – 8 am.
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