SMS Aero— a reliable SMS messaging service with instant support and API integration.

Our clients: online schools, online stores, fitness centers, beauty salons, delivery services, as well as any business with its own messaging needs. This could be authorization codes, appointment reminders for salons or lessons, special offer notifications, and much more.

Who we are looking for

We need a specialist with at least six months of experience in supporting web services or applications, on a night shift schedule of 2/2 from 18:00 to 06:00 MSK.

In this role, empathy and readiness for monotonous work are extremely important to us. You will be the primary support line for messaging, responding to incoming chats, emails, and calls, and entering and moderating information in the database. We have scripts, but our clients are so unique that you should be prepared for non-standard requests and varied responses.

Each shift, every expert handles up to 25 chats, 15 emails, and 10 calls. This means up to 400 clients per month will be satisfied thanks to you. In return, you will receive well-deserved bonuses for high ratings, quality, and speed.

At our company, a Customer Support Center Specialist is a key role. Clients choose our service over others for its excellent support.

What you will be doing

Providing assistance to users in chats, via email, and rarely (in 20% of cases) via phone regarding issues with their personal account, SMS sending specifics, sending costs, and sender names. Being an example of empathetic support, anticipating user questions.

Expected results of your work after training

• Response in chat within: first response — 30 seconds, subsequent — 2 minutes or specified time, adhering to communication rules, averaging 10 – 25 chats per shift.
• Response to calls and emails, averaging 5 – 10 calls and 5 – 15 emails per shift.
• User issues not requiring involvement from development, legal, or accounting departments resolved within 30 minutes.
• Monthly customer rating of 4.0 points or higher and quality control above 85%. We have a fair quality control system that considers ratings and criteria related to support competence.
• All bugs and client suggestions passed on to development.
• All message texts requiring moderation during the shift are moderated within 5 minutes.

What is important to us

• Have ANY work experience of at least 5 years. Overall exposure and remote work experience are important.
• Have stable, continuous employment at each job over the last 5 years.
• Have at least six months of experience in customer support for web services and applications.
• Basic proficiency in Google Docs, Sheets, and Telegram. You know how to do mass text replacement, conditional formatting, and can forward code or 'Reply with quote' in chats.
• Understand the principles of modern systems, possibly have experience with Helpdesk (Jira, Omnidesk, etc.) or an admin panel. This will help you learn our systems faster.
• Communicate fluently and correctly in Russian, both written and spoken.
• Type quickly, at least 180 characters per minute.
• Be able to read technical documentation and write English names correctly.
• Own a computer with Windows 10 or higher or Mac OS, 6 GB of RAM or higher, a dual-core processor or higher.
• Have stable wired internet of at least 50 Mbps.

What we offer in return

• Official employment according to the Labor Code of the Russian Federation from the first day.
• Base salary + bonus = 70,000 to 90,000 rubles net, depending on the degree of achievement of expected results.
• Full remote work, you provide the equipped home office :)
• Night shift schedule 2/2 from 18:00 to 06:00 MSK.
• Payment from the first day, training, and invaluable support from the support team lead and other specialists.
• First 3-4 weeks of training on a 5/2 schedule from 09:00 to 18:00 (can be discussed individually).
• Opportunity to work beyond scripts, gain a lot of sm