Junior Customer Advocate

Customer Advocate

Full Time

Belgrade, Serbia

About the Role

As a Junior Customer Advocate, you will serve as a frontline representative of our company, supporting customers by resolving issues, answering inquiries, and ensuring a positive experience with our products and services. Working closely with senior customer advocates, product, and technical teams, you will develop a deep understanding of our platform and customer needs. You will play a key role in building trust with our users, gathering valuable feedback, and contributing to a culture of customer-first support.

Management

Responsibilities

Respond to customer inquiries and support requests promptly and professionally across email, chat, and other support channels
Diagnose and resolve customer issues related to product functionality, account management, and general usage
Escalate complex or unresolved issues to senior advocates or technical teams with clear documentation and context
Maintain accurate and thorough records of customer interactions, issues, and resolutions in the support ticketing system
Follow established support workflows, SLAs, and quality standards for every customer interaction
Develop and maintain a strong working knowledge of the product to provide accurate and helpful guidance to customers
Gather and relay customer feedback to product and development teams to inform improvements
Assist in creating and updating help center articles, FAQs, and support documentation
Collaborate with team members to share knowledge, identify recurring issues, and improve support processes
Participate in team meetings, training sessions, and onboarding activities
Continuously improve customer satisfaction by delivering empathetic, solution-focused support

Requirements

Fluency in written and spoken English is mandatory
Bachelor's degree in Communications, Business, Information Technology, or a related field, or equivalent practical experience
0 to 2 years of experience in a customer support, customer service, or client-facing role
Strong written and verbal communication skills with a clear, professional, and empathetic tone
Ability to explain technical concepts in simple, easy-to-understand language for non-technical users
Good problem-solving skills and ability to think calmly and clearly when handling difficult situations
Strong organizational skills with the ability to manage multiple open cases simultaneously
Comfortable working with support tools such as Zendesk, Intercom, Freshdesk, or similar
A genuine passion for helping people and delivering outstanding customer experiences
Ability to work collaboratively within a team and take feedback constructively

Preferred Skills

Experience supporting SaaS products or web-based platforms
Familiarity with help center or knowledge base tools
Basic understanding of web technologies or software products
Exposure to agile or product team environments
Experience with CRM tools and support ticketing systems
Ability to communicate in additional languages beyond English

About Proctorio

Proctorio is a learning integrity platform used by institutions and organizations worldwide to verify identity, protect assessments, and confirm that work is authentic. We have been building this technology since 2013.

Benefits

401(k) with dollar-for-dollar matching, fully paid medical coverage, career development support, and a pet-friendly office.

Equal Opportunity Employer

Proctorio is an equal opportunity employer. We consider all qualified applicants without regard to any characteristic protected by law.