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Customer Support Specialist



Customer Service
Budapest, Hungary
Posted on Tuesday, April 30, 2024

Customer Support Specialist - Budapest (Hybrid - flexible)

About the job

We’re looking for a full-time Customer Support Specialist to join our team at Prezi, a global crowd of people looking to make an impact. Your work will help shape a presentation tool that millions of people use every day all over the world. Work with us to enable our users to create visually stunning presentations with the best possible visual editing experience for presentations.

We're looking for a motivated professional in Budapest, serving the European and (mostly) American markets, covering 8-hour shifts in a weekly rotation, half of the time in the morning (starting at 10.00 am), and the other half in the afternoon (starting at 3.00 pm) during weekdays and is authorized to work full-time (40 hours/week) in Hungary. As part of the Customer Support Department, you would work with a small team to support our users online.

As a member of the Prezi Support team, you will...

  • Be the trusted point of contact for users of the Prezi platform by providing them with technical and product support over live chat, email and phone
  • Become a Prezi expert: advising on how to bring the most out of the presentations, providing solutions to product questions, creating engaged customers, and facilitating organic growth
  • Assist as a cross-functional stakeholder to manage open customer issues by testing our apps, troubleshooting technical problems with users, escalating bugs and product issues and problem-solving with the development team in an efficient and timely manner
  • Continuously strive to identify opportunities to improve ways in which Prezi can excel at supporting its customers
  • Communicate and collaborate with global cross-functional teams across Engineering, Product, Marketing, Legal, Finance, Customer Success, Customer Enablement and more to problem-solve and develop solutions on an as-needed basis
  • Participate in maintaining the customer service knowledge base to ensure accurate and up-to-date information is available
  • Have a hybrid work model, where you have the freedom to decide each day whether you need some company in the office or privacy in your home.

What we’re looking for…

  • Minimum 2 years of experience in a customer service team or an equivalent fast-paced environment, across a variety of channels, including voice, e-mail and/or chat
  • Fluent in English, other languages are a plus.
  • Ability to discuss and understand technical details and use critical thinking and logic to isolate and resolve issues. Troubleshooting skills through in-depth diagnosis and pertinent questioning.
  • Ability to judge subtext easily in a conversation and relate with authenticity to technical and non-technical audiences that leads to mutual understanding.
  • Proficient working knowledge of Windows & Mac operating systems and other applications such as Excel/Google Sheets, Word/Google Docs etc.
  • Keen interest in Mac computer systems, Windows troubleshooting, mobile devices, and other tech products, as well as the technical aspect of support. Passion for enhancing knowledge.
  • Ability to understand and summarize complex cases, able to work with a positive approach at any Tier in the organization and within a multicultural and multi-location environment, also remotely.
  • Being comfortable in working independently and with a team-based work structure; openness to continual adaptation and change to your week-to-week
  • Ability to switch between projects and specific day-to-day responsibilities, prioritize tasks effectively and demonstrate flexibility on the job. Availability to work different shift patterns (day/evening).
  • A self-starter who enjoys multitasking, demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.

Bonus points if you have…

  • Experience using Zendesk, Jira, Confluence, different payment gateways, and subscription management tools.
  • Experience in a fast-paced, startup environment.
  • Experience in hybrid- or remote work environment

What’s in it for you?

  • A culture where you can be yourself.
  • Home office allowances to get you the equipment you need to work from home.
  • Beautiful office environment in the heart of Budapest with snacks and opportunities to recharge.
  • An option for you to decide whether you need some company in the office or privacy in your home.
  • Flexible time-off to take time to rest and recharge as you need it.
  • Gym perks, employee assistance programs, sabbatical leave, and more help you focus on being the best you.
  • Competitive medical insurance for you and your family.
  • Prezi stock options that grow with the company.
  • Parental leave to spend the time you need with your expanding family.
  • And more: get even more perks based on your location. Learn more after applying.

The best part: you will join an awesome team who highly appreciates visual communication, who believes that together we are greater than the sum of our parts, and who deeply cares about those around us.

At Prezi, we celebrate the diversity of our customers and our employees. We employ people from all backgrounds to build a product for everyone. We are looking for people who will bring in their different perspectives and help us on our mission to reinvent how people share knowledge, tell stories, and inspire their audiences to act.

If you are into visual communication, love to be a part of a team and care about those around you, we encourage you to apply.

If you are interested in this opportunity, please apply online and submit your CV with a one-page detailed cover letter (in English) that summarizes your motivation (not your CV).