Customer Operations Specialist
Evrotrust is a scale-up that specialises in providing trust as a service. Throughout the history of the company we have achieved amazing milestones by revolutionizing the way trust services are offered and used by people and enterprises.
At Evrotrust we build technology that transforms the way we all work and live. We offer unique technology by developing the go-to platform for fully remote business processes for user identification and qualified document signing. Working at the cutting edge, we design and develop unique software - all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.
The company is trusted by over 800,000 registered users and over 100 blue chip clients.
We are a certified Qualified Trust Services founded in 2015. The solution is eIDAS compliant, and also meets all requirements of AML/KYC/GDPR/PSD2 and other applicable EU regulations. In 2023 we are set to become the first European Trust Service Provider to develop proprietary technology solutions to set up a Private Electronic Identification Scheme available to citizens from over 50 different countries.
To know more about us, you can visit evrotrust.com and follow us on Facebook, LinkedIn and Instagram.
We started Evrotrust because we realized something that the rest of the world hasn’t figured out yet. Physical ID cards, the foundation of identity in global society, and paper documents, which are the blood flow of doing business today, are dinosaurs whose days are numbered. We know that for the society to truly benefit from converging technologies, trust is required as a catalyst to facilitate the exchanges of goods and services in this new virtual world.
Every day we are striving to push the boundaries of services and impress our clients. This would have never been possible without the passion and commitment that each and every member of our team puts into our work. Bringing thinkers and doers together we are the perfect blend of technology and creativity. We are fearless go-getters and creative innovators who have passion, determination and make our ideas come to life.
Who You Are
We are seeking a highly motivated individual to join our Customer Operations team. As a Customer Operations Specialist, you will be responsible for a broad scope of activities, and your efforts will directly contribute to shaping the internal processes of our growing compnay. On a high level, you will have the opportunity to build and enhance your knowledge of local and international regulatory requirements related to digital identity. Operationally, you will also be involved in handling complex customer escalations, providing assistance, and ensuring customer satisfaction. This role also involves training frontline call center staff, troubleshooting escalated issues, and preparing comprehensive reports and documentation to enhance service efficiency and effectiveness.
- Serve as the primary point of contact for escalated customer inquiries requiring advanced knowledge of the platform, regulatory requirements and internal processes.
- Provide in-depth product knowledge and expertise to assist customers in resolving complex issues
- Collaborate with first-level support representatives to gather necessary information and follow up on customer cases
- Escalate unresolved or critical issues to the appropriate department or team
- Develop and maintain a strong knowledge base of product features, updates, and best practices to effectively address customer concerns
- Conduct trainings for call center representatives to enhance their customer support skills, including product knowledge, troubleshooting techniques, and effective communication
- Create and update training materials, manuals, and resources to support ongoing training initiatives
- Prepare documentation, including standard operating procedures, troubleshooting guides, and FAQ documents, ensuring accuracy and relevance
- Generate regular reports on customer support metrics, such as response times, issue resolution rates, and customer satisfaction data
- Participate in internal and external audits to ensure compliance with company policies, procedures, and industry regulations
Qualifications and skills
- Proficiency in English
- Bachelor's degree in a relevant field or equivalent work experience; additional certifications are a plus
- Minimum of 2 years of experience in customer support, with a focus on second-level or technical support
- Excellent written and verbal communication skills, with the ability to explain complex processes in a clear and concise manner
- Strong organizational and time management skills, with the ability to prioritize and handle multiple tasks simultaneously
- Patience, empathy, and the ability to remain calm under pressure
- Experience with customer support software and ticketing systems
- Experience in preparing documentation and reports is preferred
- Experience in international markets is a plus