B2B Customer Support Specialist

Описание вакансии

компания "genesis group ag"

???? 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.