Customer Support Representative at Viber

📍 Job Overview

Job Title: Customer Support Representative
Company: Viber
Location: Philippines
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-06-11

🚀 Role Summary

Viber is seeking a dedicated Customer Support Representative to join their Paid Services Support team. In this role, you will be responsible for handling all paid inquiries from Viber users, assisting in fraud case prevention, and ensuring user satisfaction. This is an excellent opportunity for an enthusiastic smartphone user with strong technical knowledge and excellent communication skills to make a significant impact on Viber's user experience.

📝 Enhancement Note: This role requires a high level of technical proficiency and attention to detail, as you will be handling sensitive financial transactions and user queries. Strong analytical skills and the ability to work independently are essential for success in this position.

💻 Primary Responsibilities

User Inquiries: Handle Viber users' inquiries about paid services via email, ensuring each query is turned into a positive experience.
Fraud Case Management: Investigate and resolve credit disputes, money transfers, and credit fraud cases, working with third parties as needed.
Knowledge Base Management: Connect with various teams within the company to acquire knowledge and provide it to users, while documenting it in the support team's knowledgebase.
User Engagement & Satisfaction: Strive to increase user engagement and satisfaction by addressing user concerns and providing helpful solutions.

📝 Enhancement Note: This role requires a strong focus on problem-solving and user-centric thinking. By addressing user concerns and providing exceptional support, you will play a crucial role in enhancing Viber's user experience and overall satisfaction.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience is preferred.

Experience: Proven experience in customer support, fraud prevention, or a related field is required. Experience working with payment processing companies is a significant advantage.

Required Skills:

Enthusiastic smartphone user with strong technical knowledge about apps and gadgets
Fluent English written and verbal communication skills
Excellent attention to detail and analytical skills
Ability to work independently and make sound business decisions
Strong problem-solving skills and a people-oriented mindset
Familiarity with email support and customer service best practices

Preferred Skills:

Experience working with payment processing companies
Knowledge of Viber's paid services and features
Familiarity with customer support ticketing systems and workflows

📝 Enhancement Note: While experience working with payment processing companies is not required, it would be highly beneficial for this role. Familiarity with Viber's paid services and features would also be an asset, as it would enable you to provide more informed and helpful support to users.

📊 Web Portfolio & Project Requirements (N/A for this role)

As this role does not involve web development or server administration, there are no specific portfolio or project requirements.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. Based on industry standards for Customer Support Representatives in the Philippines, the estimated salary range is PHP 25,000 - PHP 40,000 per month (approximately USD 475 - USD 750).

Benefits: Viber offers a competitive benefits package, including:

Health insurance
Dental and vision coverage
Retirement savings plans
Employee discounts on Viber services and products
A dynamic and collaborative work environment

Working Hours: This role requires a full-time commitment, with standard working hours Monday through Friday, 9:00 AM to 6:00 PM (Philippine Standard Time). Some flexibility may be required to accommodate user time zones and peak support hours.

📝 Enhancement Note: The provided salary range is an estimate based on industry standards and regional cost of living. The actual salary range may vary depending on the candidate's experience, skills, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Viber operates in the communication technology industry, providing a global messaging, voice, and video chat app with end-to-end encryption. As a Customer Support Representative, you will play a crucial role in ensuring users have a positive and secure experience with Viber's paid services.

Company Size: Viber is a well-established company with a large user base, offering ample opportunities for growth and collaboration within the team.

Founded: Viber was founded in 2010 and has since grown to become one of the leading global messaging apps, with over one billion users worldwide.

Team Structure: The Paid Services Support team is a dedicated group of professionals responsible for handling user inquiries and ensuring user satisfaction with Viber's paid services. As a Customer Support Representative, you will work closely with various teams within the company, including product, engineering, and marketing, to provide the best possible support to users.

Development Methodology: Viber follows Agile methodologies, with a focus on continuous improvement and user-centric design. As a Customer Support Representative, you will contribute to this process by providing valuable user feedback and insights to the development team.

Company Website: https://www.viber.com/

📝 Enhancement Note: Viber's company culture emphasizes user-centric design and continuous improvement. As a Customer Support Representative, you will play a vital role in shaping Viber's user experience and driving the company's success.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position in the customer support field. As a Customer Support Representative, you will gain valuable experience in handling user inquiries, fraud case management, and user engagement.

Reporting Structure: You will report directly to the Paid Services Support Team Lead and collaborate closely with various teams within the company, including product, engineering, and marketing.

Technical Impact: In this role, you will have a direct impact on Viber's user experience and satisfaction by addressing user concerns and providing exceptional support. Your work will contribute to the overall success of Viber's paid services and help drive user engagement and retention.

Growth Opportunities:

Career Progression: With experience and strong performance, you may have the opportunity to advance to a senior customer support role or explore other career paths within the company, such as product management or user experience design.
Technical Skill Development: As a Customer Support Representative, you will have the opportunity to develop your technical skills by working with various teams and learning about Viber's paid services and features.
Leadership Potential: By demonstrating strong leadership skills and a commitment to user satisfaction, you may have the opportunity to take on a leadership role within the team or mentor new team members.

📝 Enhancement Note: Viber offers ample opportunities for career growth and development within the company. By demonstrating strong performance and a commitment to user satisfaction, you can build a successful career in customer support or explore other career paths within the organization.

🌐 Work Environment

Office Type: Viber's work environment is dynamic and collaborative, with a strong focus on user-centric design and continuous improvement. As a Customer Support Representative, you will work in an open and inclusive office environment that encourages teamwork and innovation.

Office Location(s): Viber's headquarters are located in Luxembourg, with regional offices in various locations worldwide, including the Philippines. The specific office location for this role is not specified.

Workspace Context:

Collaborative Environment: As a Customer Support Representative, you will work in a collaborative environment, with regular interactions with various teams within the company, including product, engineering, and marketing.
Support Tools: You will have access to the necessary tools and resources to provide exceptional support to Viber users, including email support software, customer support ticketing systems, and knowledge base platforms.
Flexible Work Arrangement: This role may offer flexible work arrangements, such as remote work or hybrid work models, depending on the company's policies and the candidate's needs.

Work Schedule: The work schedule for this role is not specified. However, as a full-time Customer Support Representative, you can expect to work standard business hours, with some flexibility required to accommodate user time zones and peak support hours.

📝 Enhancement Note: Viber's work environment is dynamic and collaborative, with a strong focus on user-centric design and continuous improvement. As a Customer Support Representative, you will have the opportunity to work in an open and inclusive office environment that encourages teamwork and innovation.

📄 Application & Technical Interview Process

Interview Process:

Resume Screening: The hiring team will review your resume and cover letter to ensure your qualifications and experience match the role's requirements.
Phone/Video Screen: If your application is successful, you will be invited to a phone or video screen with the hiring manager or a member of the HR team. This conversation will focus on your customer support experience, technical skills, and cultural fit with Viber.
Technical Assessment: You may be asked to complete a technical assessment or case study to demonstrate your problem-solving skills and ability to handle user inquiries and fraud case management.
Final Interview: If you successfully complete the technical assessment, you will be invited to a final interview with the Paid Services Support Team Lead and other team members. This interview will focus on your cultural fit, communication skills, and ability to work collaboratively with various teams within the company.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role will focus on assessing your customer support experience, technical skills, and cultural fit with Viber. By demonstrating your problem-solving skills and ability to work collaboratively with various teams, you can successfully navigate the interview process and secure the Customer Support Representative position.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

As this role does not involve web development or server administration, there is no technology stack or web infrastructure to consider.

👥 Team Culture & Values

Customer Support Values:

User-Centric: At Viber, users are at the heart of everything they do. As a Customer Support Representative, you will be committed to providing exceptional support and ensuring user satisfaction.
Collaboration: Viber fosters a collaborative work environment, with regular interactions between various teams within the company. As a Customer Support Representative, you will work closely with product, engineering, and marketing teams to provide the best possible support to users.
Continuous Improvement: Viber is committed to continuous improvement and user-centric design. As a Customer Support Representative, you will contribute to this process by providing valuable user feedback and insights to the development team.

Collaboration Style:

Cross-Functional Integration: As a Customer Support Representative, you will work closely with various teams within the company, including product, engineering, and marketing, to provide the best possible support to users.
Knowledge Sharing: Viber encourages knowledge sharing and collaboration among team members. As a Customer Support Representative, you will contribute to the team's knowledge base and share your expertise with other team members.
Continuous Learning: Viber fosters a culture of continuous learning and development. As a Customer Support Representative, you will have the opportunity to develop your technical skills and learn about Viber's paid services and features.

📝 Enhancement Note: Viber's customer support values emphasize user-centric design, collaboration, and continuous improvement. As a Customer Support Representative, you will play a vital role in shaping Viber's user experience and driving the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

User Inquiries: Handle a high volume of user inquiries, ensuring each query is turned into a positive experience.
Fraud Case Management: Investigate and resolve complex fraud cases, working with third parties as needed.
User Engagement & Satisfaction: Strive to increase user engagement and satisfaction by addressing user concerns and providing helpful solutions.

Learning & Development Opportunities:

Technical Skill Development: As a Customer Support Representative, you will have the opportunity to develop your technical skills by working with various teams and learning about Viber's paid services and features.
Career Progression: With experience and strong performance, you may have the opportunity to advance to a senior customer support role or explore other career paths within the company, such as product management or user experience design.
Leadership Potential: By demonstrating strong leadership skills and a commitment to user satisfaction, you may have the opportunity to take on a leadership role within the team or mentor new team members.

📝 Enhancement Note: As a Customer Support Representative, you will face various technical challenges and have ample opportunities for growth and development within the company. By demonstrating strong performance and a commitment to user satisfaction, you can build a successful career in customer support or explore other career paths within the organization.

💡 Interview Preparation

Technical Questions:

User Inquiries: Describe a complex user inquiry you have handled in the past and how you resolved it. What steps did you take to ensure the user had a positive experience?
Fraud Case Management: Walk us through a fraud case you have handled in the past. How did you investigate the case, and what steps did you take to resolve it?
User Engagement & Satisfaction: Describe a time when you went above and beyond to ensure a user had a positive experience. What steps did you take to engage the user and address their concerns?

Company & Culture Questions:

User-Centric Design: How do you ensure that the user is at the heart of every decision you make when handling their inquiries?
Collaboration: Describe a time when you worked collaboratively with another team to resolve a user issue. What was the outcome, and what did you learn from the experience?
Continuous Improvement: How do you contribute to continuous improvement in your role as a Customer Support Representative?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: To prepare for the technical interview, focus on your customer support experience and the challenges you have faced in handling user inquiries, fraud case management, and user engagement. By providing specific examples and demonstrating your problem-solving skills, you can successfully navigate the interview process and secure the Customer Support Representative position.

📌 Application Steps

To apply for this Customer Support Representative position:

Submit your application through the application link provided in the job listing.
Tailor your resume and cover letter to highlight your customer support experience, technical skills, and cultural fit with Viber.
Prepare for the phone/video screen and technical assessment by reviewing your customer support experience and brushing up on your technical skills.
Research Viber's company culture and paid services to demonstrate your enthusiasm and commitment to the role during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Representative