Support Specialist

Support Specialist at OMNIC Self-Service Solutions

Join our innovative team at OMNIC Self-Service Solutions as a Support Specialist, where you will play a critical role in enhancing customer satisfaction and driving operational efficiency. This position offers a unique opportunity to work with a company recognized for its groundbreaking contributions to the logistics, retail, and HoReCa sectors, including being a Guinness World Record holder for the largest automated parcel locker. If you are passionate about customer service and eager to make a meaningful impact, we want to hear from you!

Mission

• To enhance customer experiences by providing exceptional support and solutions that align with OMNIC's commitment to innovation and sustainability.
• To drive operational excellence by streamlining processes and fostering a culture of collaboration and adaptability.
• To contribute to the company’s vision of creating groundbreaking solutions that transform industries and improve the quality of life for consumers.

Key Requirements

• Education: Associate’s Degree or Bachelor’s Degree.
• Experience: 1-3 years of experience in customer support or related fields.
• Language Proficiency: Upper Intermediate (B2) to Advanced (C1) in English
• Additional Language: Georgian.
• Knowledge of customer support tools such as Zendesk, Freshdesk, or similar systems.
• Familiarity with CRM systems like Salesforce or HubSpot.
• Technical troubleshooting skills and a basic understanding of networking and software.
• Strong communication skills, both verbal and written, with an emphasis on empathy and professionalism.
• Proficiency in typing and multitasking in fast-paced environments.
• Ability to work collaboratively with cross-functional teams and adapt to evolving challenges.
• Excellent time management skills to prioritize effectively and handle multiple tasks.

Key Responsibilities

• Process customer inquiries by receiving, classifying, and resolving user requests through chat, email, phone, or ticketing systems while ensuring a prompt and professional response in line with SLA.
• Escalate complex or unusual requests to technical support, development, or other teams with a detailed description of the issue.
• Maintain documentation and knowledge base by recording common questions and solutions, updating internal and external documentation to reduce repetitive inquiries and streamline new employee training.
• Enhance customer satisfaction by achieving a minimum CSAT score of 90% quarterly, as measured through post-interaction surveys.
• Reduce average response and resolution times, targeting a first response time of under 15 minutes and overall resolution time within one business day.
• Contribute to knowledge base quality by adding or updating at least 10 articles quarterly based on frequent user queries.

Key Goals

• Align departmental objectives with overall business strategy to drive sustainable growth.
• Enhance operational efficiency through data-driven decision-making and continuous improvement.
• Foster a culture of innovation, adaptability, and strategic problem-solving.
• Ensure measurable impact on key performance indicators and long-term success.
• Develop and implement forward-thinking strategies to maintain competitive advantage.

Opportunities and Benefits

• Competitive compensation and benefits package.
• Professional growth opportunities within a dynamic and innovative environment.
• A supportive and collaborative workplace culture that values team input and development.
• Engagement in meaningful projects that contribute to sustainable business transformation.
• Join a visionary organization that encourages creativity and ownership of projects.
• Participate in initiatives that aim to make a positive impact on the planet and consumer habits.

If you are a results-oriented professional with a passion for customer service and innovation, we encourage you to apply today and join OMNIC in shaping a sustainable and convenient future for everyone.