📍 Job Overview

Job Title: Technical Customer Support Specialist (Day Shift)
Company: Oxylabs
Location: Vilnius, Lithuania
Job Type: Full Time
Category: Customer Support
Date Posted: 2025-07-08
Experience Level: Entry to Mid Level (0-2 years)
Remote Status: Hybrid (On-site during day shift)

🚀 Role Summary

📝 Enhancement Note: This role focuses on providing excellent customer service for Oxylabs' web data gathering solutions, working closely with the tech team to understand and resolve customer queries.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities revolve around customer interaction, problem-solving, and process improvement to ensure customer satisfaction and loyalty.
Customer Interaction:
- Handle customer queries via live chat and email, providing reliable information and ensuring excellent customer experience.
- Build and develop customer relationships, turning clients into advocates.
Problem-Solving:
- Work alongside the tech team to understand IT business logic and resolve customer issues effectively.
- Interpret and finetune the customer success process and performance.
Process Improvement:
- Continuously improve customer support processes to enhance customer satisfaction and efficiency.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant degree or certification in customer service, business, or a related field is a plus.

Experience: 0-2 years of experience in customer support, ideally within a tech or SaaS environment.

Required Skills:

📝 Enhancement Note: The required skills focus on communication, empathy, and problem-solving, with a strong emphasis on English language proficiency.
Language Skills:
- Fluent in English (written and spoken).
- Knowledge of additional languages, such as Lithuanian or Russian, is a plus.
Soft Skills:
- Strong communication and active listening skills.
- Empathy and understanding, with a genuine desire to help customers.
- Energy and enthusiasm for working in a team environment.
- A helpful and humble personality, with a focus on continuous learning and improvement.

Preferred Skills:

Experience with customer support software (e.g., Zendesk, Freshdesk).
Familiarity with web data gathering solutions or similar technologies.
Basic understanding of IT business logic and troubleshooting.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role is not web development-specific, portfolio requirements focus on customer support and communication skills.

Customer Support Portfolio:

Examples of successful customer interactions, demonstrating problem-solving skills and empathy.
Feedback or testimonials from satisfied customers.

Communication Skills Portfolio:

Writing samples showcasing clear and concise communication, such as email templates or chat transcripts.
Examples of presentations or training materials developed to improve customer support processes.

💵 Compensation & Benefits

Salary Range: Gross salary of 1200-1700 EUR/month. Oxylabs is open to discussing a different salary based on the candidate's skills and competencies.

Benefits:

Learning: Internal and external learning resources, knowledge sharing events, and opportunities for professional growth.
Well-being: Resources for mental and physical well-being, including health insurance and wellness programs.
Celebration: Company events and celebrations to foster a strong team culture.

Working Hours: Full-time during the day shift (9:00 AM - 5:00 PM) in a hybrid working model.

📝 Enhancement Note: The salary range provided is based on the information given in the job listing. It is recommended to research regional salary standards and cost of living in Vilnius, Lithuania, for a more accurate assessment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Oxylabs operates in the web data gathering and intelligence industry, providing solutions for businesses worldwide.

Company Size: With over 500 employees, Oxylabs offers a dynamic and growing work environment.

Founded: Oxylabs was founded in 2013, with a focus on innovation and continuous improvement.

Team Structure:

The customer support team works closely with the tech team to resolve customer issues and improve support processes.
The team follows a collaborative approach, with regular knowledge sharing and cross-functional collaboration.

Development Methodology:

Oxylabs employs Agile methodologies for project management and continuous improvement.
The customer support team uses customer feedback and performance metrics to drive process enhancements.

Company Website: Oxylabs

📝 Enhancement Note: The company culture is focused on innovation, continuous improvement, and collaboration, with a strong emphasis on customer satisfaction.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suitable for entry to mid-level customer support professionals seeking to develop their skills and advance their careers in a fast-paced, tech-focused environment.

Reporting Structure: The Technical Customer Support Specialist reports directly to the Customer Success Manager.

Technical Impact: The role has a direct impact on customer satisfaction, loyalty, and advocacy, contributing to Oxylabs' overall business success.

Growth Opportunities:

Career Progression: Opportunities for career advancement within the customer support or related fields, such as customer success or account management.
Skill Development: Continuous learning and development opportunities, including training, workshops, and mentorship programs.
Technical Leadership: Potential for technical leadership roles, focusing on process improvement and team management.

🌐 Work Environment

Office Type: Oxylabs' office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): The main office is located in Vilnius, Lithuania, with additional offices in other European cities.

Workspace Context:

Collaboration: The workspace encourages collaboration and knowledge sharing among team members.
Tools & Equipment: Oxylabs provides the necessary tools and equipment for customer support specialists to perform their jobs effectively, such as customer support software and communication tools.
Cross-Functional Interaction: The customer support team interacts with various departments, such as sales, marketing, and product development, to ensure customer needs are met.

Work Schedule: Full-time during the day shift (9:00 AM - 5:00 PM) in a hybrid working model, with flexibility for occasional remote work.

📝 Enhancement Note: The work environment is designed to support collaboration, innovation, and continuous learning, with a strong focus on customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process focuses on assessing communication skills, problem-solving abilities, and cultural fit.

Phone/Video Screen: A brief conversation to assess language proficiency, communication skills, and cultural fit.
Customer Support Simulation: A practical exercise to evaluate problem-solving skills and customer support capabilities.
Final Interview: A conversation with the hiring manager or team to discuss career goals, expectations, and fit within the team.

Portfolio Review Tips:

Prepare examples of successful customer interactions, demonstrating problem-solving skills and empathy.
Showcase clear and concise communication skills through writing samples or chat transcripts.

Technical Challenge Preparation:

Familiarize yourself with Oxylabs' web data gathering solutions and customer support software.
Prepare examples of process improvement ideas or customer support best practices.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Customer Support: Customer Service, Customer Success, Customer Interaction, Problem Solving, Communication Skills, Empathy, Active Listening, Customer Relationship Management (CRM), Customer Support Software (e.g., Zendesk, Freshdesk), Customer Experience, Customer Satisfaction.
Soft Skills: Team Player, Adaptability, Continuous Learning, Process Improvement, Collaboration, Cross-Functional Interaction, Customer Focus, Results-Driven, Proactive, Resilient.
Industry Terms: Web Data Gathering, Web Intelligence, SaaS, Tech Support, Customer Support Specialist, Customer Success Manager.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role is not web development-specific, the technology stack focuses on customer support and communication tools.

Customer Support Tools:

Customer support software (e.g., Zendesk, Freshdesk) for managing customer interactions and tickets.
Communication tools (e.g., Slack, Microsoft Teams) for internal collaboration and knowledge sharing.
Project management tools (e.g., Asana, Trello) for tracking customer support processes and performance.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritizing customer needs and satisfaction in all interactions and processes.
Empathy: Understanding and addressing customer concerns with compassion and patience.
Continuous Learning: Actively seeking feedback and opportunities to improve customer support skills and processes.
Collaboration: Working closely with other departments to ensure customer needs are met and expectations are exceeded.

Collaboration Style:

Cross-Functional Interaction: Regular collaboration with sales, marketing, product development, and other teams to ensure customer needs are addressed effectively.
Knowledge Sharing: Encouraging team members to share their expertise and experiences to improve customer support processes and skills.
Continuous Improvement: Actively seeking feedback and opportunities to enhance customer support processes and performance.