Customer support agent

About us:

Planner 5D is a global hub for home design, uniting over 90+ million users in 230 territories around our planet (yes, we have 2 users connecting from Antarctica each month!). Our platform simplifies the home renovation process from concept to execution, and this process has never been more straightforward with our cutting-edge software. You don't need to be a professional designer to enhance your home or workspace. We are dedicated to streamlining the design experience, making the customization of dream homes accessible to everyone.

Our cross-platform presence spans Web, iOS, Android, Windows, and MacOS, ensuring seamless synchronization for our users. Planner 5D is more than just software; it's a vibrant community of enthusiastic and product-oriented professionals. From diverse backgrounds, our team collaborates across time zones, fueled by a shared passion to revolutionize the home design market.

We are constantly looking for like-minded talent eager to take ownership and drive innovation within our expanding suite of tools. Join us in shaping the future of home design.

We’re looking for a Customer Support agent to join our team on night shifts.

Please note: when you apply, kindly confirm that you fully accept and meet all the requirements listed in the position.

What you’ll have to do:

• Using a live chat system, you will respond to customers in an efficient and timely manner
• Deliver outstanding customer service whilst adhering to operational SLAs and Customer Satisfaction targets
• Investigate and resolve customer issues quickly and efficiently
• Contribute and share ideas to improve the quality & speed of P5D customer support
• Understand, research and escalate our customers’ feedback to management
• Represent the brand. As the voice of P5D you’ll always provide an engaging and positive customer experience
• Know P5D product inside and out so that you can answer questions
• Work the day shifts between 21.00 - 9.00 EEST (Night shifts)
  
  
  

What skills we are looking for:

• Fluent in spoken and written English
• Quick and efficient problem-solving ability
• Can-do attitude
• Comfortable taking on ownership and responsibility of issues until resolution or escalation
• Experience in customer service, support or similar
• Outstanding customer service skills: ability to be empathetic, accurate, conscientious, responsive, inventive, and diligent
• Ability to present complex ideas in user-friendly language
• Skills to “sell" the product to customers who ask for comparisons with competitors
• Capability to understand customers’ problems, get to the very bottom of it and offer a flawless solution for their outstanding needs
• Being a technical specialist is not required, but you would need to grasp technical issues and understand their impact on the service being delivered to customers
• Experience working with any CRM/Project Management tool
• Ability to perform basic computer/system troubleshooting tasks
  
  
  

What we offer:

• Great work environment that balances freedom and responsibility
• Our team is made up of friendly and passionate enthusiasts who are eager to help and share their knowledge
• We believe in work-life balance, so you'll receive around 30+ days of paid holidays per year
• Company computer equipment by request
• Education courses for our team members, and we're willing to allocate funds toward your training expenses
• English classes on our corporate platform
• Offline company events in Lithuania and online team-building
• Unlimited free Planner5D subscriptions