B2B Customer Support Specialist

Описание вакансии

? We're Hiring: B2B Customer Support Specialist
? Location: Remote

? About Us
Yesim is an international eSIM provider with 7+ years of experience in delivering secure, seamless connectivity anywhere in 200 countries around the world. We specialize in fast, secure, and global connectivity through advanced eSIM mobile solutions for 3+ million active users. Our innovative app allows to manage multiple eSiMs within a single account - allowing users to effortlessly juggle several plans and share connectivity.

✨ About the Role
We're looking for a B2B Support Specialist who will help our corporate clients resolve technical and operational issues, coordinate requests with internal teams, and maintain support documentation.
Your goal is to provide high-quality and timely support to B2B clients: resolve requests, keep track of deadlines, and keep clients informed about the status of their requests.

? Key Responsibilities

• Support B2B clients via chat and email, and in online meetings when needed.
• Resolve technical and operational issues related to our product.
• Independently troubleshoot requests: gather information, reproduce errors, and investigate possible causes.
• Escalate confirmed bugs to the development team with a clear description, steps to reproduce, and all relevant data.
• Coordinate with internal teams to resolve client requests.
• Track request status, ensure SLA compliance, and keep clients updated on progress.
• Assist clients with initial product setup and technical questions during integration.
• Create and maintain guides, procedures, and the knowledge base.
• Categorize recurring requests and contribute to improving support processes.

? Requirements

• 2+ years of experience in B2B Support.
• Experience working with corporate clients.
• Proficiency with CRM systems, admin panels, and task trackers.
• Ability to independently troubleshoot technical issues and write clear tickets for the development team.
• Basic understanding of integration processes.
• Ability to structure information and produce clear documentation.
• Russian and English at B2–C1 level are required.

Will Be a Plus

• Experience in telecom or SaaS.
• Basic understanding of how mobile networks and roaming work.
• Experience with APIs and request-testing tools (e.g., Postman).

? Soft Skills

• Strong communication skills.
• Sense of responsibility and ownership of client requests.
• Independence and proactivity.

? Conditions

• Work format: Remote.
• Full-time.
• Day shift, Monday to Friday.

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