Level 2 Customer Support Agent

Description

oin our new back-office support team for our client, MyHeritage.︀︋︇︄︊︉︋︂︆︄︄︁︁︎︌︈︂︇︍︈︆︅︊︄︈︌︊︎︂︎

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, providing quаlity аnd profеssionаl responses to customers

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:

Stable job, in a multicultural fast-growing environment

Above-average fixed salary, performance and tenure-based bonuses, depending on the position

Monthly meal tickets

Free access to our modern and fully-equipped employees' gym space in our office building in Bucharest

Private medical subscription coverage

Extra health benefits: special discounts for dental care and optical services with our partners

Reimbursement for your public transportation subscription, after the trial period

Gym subscription reimbursement, after the trial period

Free subscription to the Bookster virtual library

Dedicated psychologist available for free sessions

Special discounts and rates for a variety of services and products: from telecom and banking to tech and home appliances, library, wellness, travel and many more

Paid training and international career opportunities

Multilingual exposure - improve your spoken and written language skills

Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data \& AI, Digital Experience \& IT, CX Management and Trust \& Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.