User Support Specialist

Job Address
Application Deadline
Yerevan, Armenia
- Assist users with all aspects of our software via email with a primary focus on customer satisfaction and aiming for end-to-end resolutions - Establish relations and communicate with leading artists in the network - Alert and cooperate with the appropriate teams on app-related issues and bugs, troubleshoot and submit bugs to our developers and act as the primary driver for issue escalation - Work extensively with other teams and business units on mapping user feedback - Champion customer needs internally by providing feedback and escalating cases, ensuring that they receive the attention they deserve - Present regular reports based on Customer Complaints - Ensure the implementation of and adherence to community guidelines and policies - Contribute long term operational goals, automation, and workflow optimization
Required Qualifications
- At least 2 years of experience in Technical Support/Customer support - Experience with Zendesk, Freshdesk,Salesforce or other Customer Support software - Experience with Mobile software products - Familiarity with Agile workflows - Familiarity with PicsArt, its features and audience. Strong passion for visual art tools - Excellent knowledge of most common office tools, like Google Docs/Sheets inline with basic statistical inquiry and data analysis experience - Tech-Savviness. Advanced usage and quick learning of software, web and mobile applications - Strong communicator in both written and verbal form (a writing/typing assessment will be facilitated during onsite interviews) - Collaborative mindset, openness to learning and knowledge sharing - Flexibility to adjust to the non-normative schedule, work on holidays and weekends - Strong leadership skills to guide the team and advocate users' interests on a company level - Ability to state own ground and take ownership of projects and tasks - Advanced or native English language possession, knowledge of Hindi, Thai, Indonesian, French or Italian would be considered a significant advantage The following additional qualifications are not essential but will be considered as an important asset: - Data Visualisation skills (as well as experience with Databases, Data Warehouses) - Knowledge of SQL/ or other query languages - Basic or medium programming knowledge. Preferably Javascript/Node.js or Python - Basic knowledge of terminal commands and Linux - Basic knowledge of Git
Application Procedures
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Additional Information
PicsArt is looking for a User Success Specialist who will provide technical assistance to users over different customer communication channels, as well as monitor PicsArt community activities. As a User Success Specialist, you will become an important member of the team, influence the company's continued success, and represent PicsArt to its users.
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