Customer Support for Online Video Streaming platform - Russian

Cognizant; Lisboa; On-site; EUR 16,000 - 23,000; Full time

Benefits offered by this job

Relocation package

Private health insurance

Life insurance

Child benefits

Training and development

Employee discounts

Gym discounts

In-office fruit and beverages

Job summary

Cognizant, based in Lisbon, is looking for a multilingual customer support specialist to assist premium members. You will handle queries via phone, chat, and email, troubleshoot issues, and document actions for bug categorization. Fluency in Russian and English is required, with flexibility for after-hours. EU/Portuguese work eligibility is assumed.

You will join a multicultural team providing outstanding service and contributing to user satisfaction in a fast-growing streaming services project.

Qualifications

• Minimum 12 months of direct customer service experience.
• Live customer support experience (phone, chat, email).
• Excellent native level written and spoken Russian.
• Fluency in English.
• Ability to handle difficult situations and probe to get relevant information.

Responsibilities

• Assist premium membership customers.
• Identify problems and troubleshoot to resolve issues.
• Document actions and categorize cases and potential bugs.
• Provide customer and technical support via phone, email, and chat.
• Openness to work flexible hours (evenings, weekends, holidays).

Skills

Customer service

Russian language

English language

Active listening

Communication skills

Problem solving

Multitasking

Job description

Embrace the future!

Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.

You will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service.

You can see the details below and we would be happy to address any questions you might have.

Key Responsibilities:

• Audience is the premium membership customers
• Identifying the client's problem; troubleshooting them to find the solution
• Documenting each action you take; and categorizing cases and possible bugs
• E.g. Fix account issues; Fix playing videos issues or uploading problems
• Soft Troubleshooting

What we're looking for:

• At least 12 months of direct customer service experience required, preferably in contact centers in a B2C and/or B2B environment
• Live customer support experience (phone, chat, email)
• Excellent native level written and spoken communication skills in Russian
• Fluency in English
• Demonstrated ability to satisfy customer needs (good understanding and active listening capabilities, knows how to probe to get relevant information)
• Ability to handle difficult situations.
• Provide customer and technical support to customers through phone, email and chat requests
• Openness to work flexible hours as required (may include evenings, weekends and/or holidays)
• EU Citizenship or a valid Portuguese Work Permit required

Our offer:

• Contract from day 1 and paid training
• Relocation package (for illegible candidates moving to Lisbon from abroad)
• Training and development opportunities
• Private health insurance including close family (Spouse + children free of charge)
• Life insurance
• Child benefits such as Nursery Voucher and Student Voucher
• Employee Assistant Program (EAP) to promote wellbeing of employee's (Health and well-being, Consumption and Real Estate, Financial Consulting, Documentation/"Dia platino" service)
• Discount membership and access various gyms across Portugal
• Various corporate discounts available through partnership between Cognizant and other partners such Pestana Hotels, Carnext, Huawei, Apple, MEO,
• In Cognizant offices you have access to fresh fruit, water, coffee, and tea daily