Customer Support Intern

We're looking to hire Customer Support Intern
Location: Zagreb, Croatia / Hybrid with flexible office attendance
Languages: English, Croatian
Salary: 7.00 EUR / hour, Part-time Internship (20+ hours/week)

We’re looking for a creative problem-solver interested in IT B2B customer care who will help us keep the humans behind the businesses happy, and learn everything there is to learn about media monitoring along the way.

WHO YOU ARE

You’re an open-minded person who knows how to make a connection with different people, and you want to use this skill to learn about different markets and technologies. University is your top priority and you’d like to keep it that way, but you’d also like to explore your interests and apply your skills in a business setting. You may not have previous experience in Customer Care/Support/Service, but you’re curious about IT and consider a role in Customer Support the perfect place to learn about both the business and the technology side of things.

You have:

• excellent communication and organization skills
• a proactive approach to work
• high attention to detail
• English proficiency (C1)
• availability to work 4-6 hour shifts at least 20 hrs/week (Mon-Fri)
• active student rights (Student Centre Zagreb contract mandatory)

You may or may not have:

• previous experience in Customer Support or a related field
• proficiency in an extra language (preferably Spanish)

WHO WE ARE

Determ is the company behind a SaaS media monitoring platform that tracks brand and company mentions across all media channels in real time - web, social media, TV, print, and radio. Our product is used daily by more than 4500 business users in more than 100 countries around the world.

Our Customer Success team is why our happy clients remain just that for a long time. While our Customer Success Managers (CSMs) ensure our clients get the most out of Determ, our  Customer Support team jumps in to help our clients master the tool. This is where you come in - you’ll be the first point of contact for our users, with three main focuses:

• teaching them how to use the tool in an optimal way, and helping them get a grip on new updates and features
• answering their questions and solving potential problems
• gathering info about their experiences and troubles, and turning this into new ideas for our product. This is where you get to combine your active listening and problem-solving skills with your creative side and make an impact by planning and producing content that will make our tool easier to use, and our clients happier

So, what you’ll  actually be doing is:

• resolving our users' issues and answering their questions about Determ
• reporting bugs and escalating technical issues to our Tech Support Engineers
• working closely with our Sales team and CSMs, answering their questions and providing user feedback
• assisting in finding new use-case solutions, or finding room for optimization (setups, processes, services — or the product itself)
• optimizing and creating account setups as needed

WHAT YOU’LL GET IN RETURN

• hourly rate of 7.00 €
• flexible working hours — we work in shifts: our working hours are 9-5, but you can start earlier or later, depending on your availability
• work from home with flexible office attendance
• courses and workshops to set you up for success, and a mentor to support you
• exposure to a vast array of clients, industries, and cultures from the get-go
• a chance to meet all of us

YOUR FUTURE AT DETERM

This position is a part-time thing for now, and university should be your top priority. However, we want to make it a valuable experience by getting to know you, introducing ourselves, and helping you expand your knowledge and skillset by providing you with the information and guidance you need. Your manager will track your performance and give you feedback and support. Down the line, depending on your performance and our needs, we’ll either give you the option to join us on a permanent basis, or keep you in mind for the next suitable position with no end date. Long story short, we’ll see where the road takes us. However, we can promise we’ll keep you posted every step of the way.

Sounds interesting? Apply below, and let's talk