Customer Support Agent

Career Hub; Oregon; Híbrido; USD 25.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Children Allowance

Mental Health Support

Sport Activities

Language Courses

Home Office Setup Assistance

Dental Services

Books and Stationery

Training Compensation

Descripción de la vacante

Forward is seeking a Customer Support Specialist to serve as the main point of contact for users, handling live chats, messaging, and email with a focus on technical assistance and issue resolution.

You will guide customers on products and services, aiming to deliver a positive experience that drives retention and brand loyalty, while communicating feedback to internal teams to help improve solutions.

Formación

• Fluent English required; Ukrainian Fluent; Turkish language proficiency a strong plus.
• Willingness to work night shifts on a rotational schedule.
• Own PC/laptop with webcam and reliable internet.
• Ability to quickly absorb and apply product information.

Responsabilidades

• Respond to inquiries across live chats, messaging platforms, and email.
• Provide technical assistance and resolve customer issues.
• Consult users on products and services to improve satisfaction.
• Cultivate a positive customer experience to drive retention and brand loyalty.
• Identify recurring issues and relay feedback to internal teams.

Conocimientos

English (B1+)

Ukrainian (fluent)

Turkish language knowledge (plus)

Descripción del empleo

At Forward , we connect visionary iGaming companies with the industry's brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don't just fill positions, we build partnerships that elevate careers and drive innovation forward.

Role Overview

The Customer Support Specialist acts as the primary point of contact for our users, responding to inquiries across live chats, messaging platforms, and email. In this role, you will provide technical assistance, resolve customer issues, consult users on products and services, and cultivate a positive customer experience to drive retention and brand loyalty.

Key Objectives

• Deliver timely, effective, and accurate solutions to customer issues.
• Drive customer retention by maintaining high service quality and ensuring fast query processing.
• Meet and exceed targeted performance metrics (CSAT, SLA, FRT) and core KPIs.
• Deliver an exceptional, positive customer experience across all communication channels.
• Identify recurring product issues and elevate actionable user feedback to relevant internal teams.

Requirements

• Language proficiency: English — B1+, Ukrainian - fluent (Turkish language proficiency is a strong plus)
• Shift Availability: Willingness and readiness to work night shifts as part of a rotational schedule.
• Technical Equipment: Personal PC or laptop equipped with a working webcam (during the onboarding period).
• Workplace Setup: Reliable, high-speed, and uninterrupted internet connection to ensure continuous coverage during working hours.
• Learning Agility: Ability to quickly digest, retain, and apply large volumes of product information.

Our Benefit Cafeteria is Packed with Goodies:

• Children Allowance
• Mental Health Support
• Sport Activities
• Language Courses
• Automotive Services
• Veterinary Services
• Home Office Setup Assistance
• Dental Services
• Books and Stationery
• Training Compensation