First-tier Support Specialist (Optical Domain)

Devcube is seeking an experienced First-tier Support Specialist for a leading authorized designer eyewear retailer committed to providing exceptional customer experiences and offering a wide range of premium eyewear brands.
Position Overview:
We are currently seeking an experienced First-tier Support Specialist with a strong background in the optical domain to join our dedicated customer support team. The ideal candidate will possess a deep understanding of optical products, excellent communication skills, and a passion for delivering top-notch customer service. Optical education is a plus, but hands-on experience in the optical industry is highly valued.

Responsibilities:

• Provide first-tier support to customers regarding inquiries, issues, and technical questions related to designer eyewear and optical products.
• Utilize expertise in the optical domain to address customer concerns effectively and efficiently.
• Collaborate with cross-functional teams, including technical support and product specialists, to resolve complex issues and escalate when necessary.
• Assist customers in navigating our online platform, troubleshooting technical problems, and providing guidance on product selection.
• Ensure timely and accurate resolution of customer concerns, maintaining a high level of customer satisfaction.
• Document customer interactions, issues, and resolutions in our support system for future reference and continuous improvement.
• Stay informed about the latest trends, technologies, and advancements in the optical industry to provide up-to-date information to customers.

Qualifications:

• Proven experience in a first-tier support role, preferably within the optical industry.
• Strong knowledge of optical products, lens technologies, and eyewear materials.
• Optical education or certification is a plus.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Ability to work collaboratively in a team environment and escalate issues as needed.
• Familiarity with customer support tools and ticketing systems.
• Problem-solving skills with a keen attention to detail.
• Tech-savvy with the ability to quickly learn and adapt to new technologies.

Working Conditions

– Monthly payments on Payoneer/PayPal/crypto;
– The position is offered as a freelance contract.
– Days off and vacations are granted upon prior approval from the employer.