Join Our Team as a Customer Care Specialist!
Are you passionate about helping users succeed with technology? Do you enjoy solving problems, building relationships, and working closely with product teams to improve user experience? We are looking for a Customer Care Specialist to join our Pangea Digital team as parental leave cover (expected return the end of 2027).
Key Responsibilities
- Provide day-to-day support for Pangea Digital products and services.
- Assist users in achieving their objectives by delivering prompt, professional, and solution-oriented support.
- Respond to inquiries received via email, phone, chat, and other communication channels.
- Manage and maintain customer support tickets, ensuring timely follow-up and resolution.
- Investigate, document, and analyze reported issues, including gathering screenshots, details, and user feedback.
- Collaborate closely with Product Managers, Developers, Designers, and QA teams to communicate customer needs and reported issues.
- Participate in sprint and release planning activities as the voice of the customer.
- Maintain and update product documentation, knowledge bases, and user resources.
- Contribute to customer training initiatives and adoption of Pangea Digital products.
- Track and report on incoming requests, trends, priorities, and recurring issues.
- Help coordinate and distribute product release notes.
- Continuously identify opportunities to improve support processes and enhance the user experience.
What We're Looking For
Required Qualifications:
- Experience in software user support, customer care, service desk, or a similar customer-facing role.
- Strong customer service mindset with a genuine desire to help users succeed.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Experience working with collaboration and documentation tools, such as Confluence.
- Ability to prioritize tasks, manage multiple requests, and work effectively in a fast-paced environment.
- Comfortable working cross-functionally with technical and non-technical teams.
- Professional proficiency in English.
Nice to Have:
- Bachelor's degree in Information Technology or a related field.
- Experience with project coordination or project management activities.
- Knowledge of Czech or one of the languages spoken in RFE/RL's broadcast regions.
- Experience supporting digital products, content management systems, or media-related platforms.
What We Offer
- An opportunity to support digital products used by journalists and media professionals around the world.
- A collaborative and international working environment.
- Close cooperation with Product, Design, QA, and Engineering teams.
- Opportunities for professional development and continuous learning.
- Meaningful work that contributes to independent journalism and access to information.
Should you be interested in this position please apply by submitting your CV and a cover letter in English.
Appointment against this post is on a local basis only. Please note that for the locally advertised positions preference will be given to those with a work permit and/or a valid residence status in the Czech Republic. Locally recruited employees should reside within commuting distance of Prague, Czech Republic, or be willing to move to take up work. They are not eligible for allowances applicable to candidates who are internationally recruited. Rather, they receive statutory benefits as per Czech labor law. Salary scales for locally recruited employees are based on the best prevailing local conditions. RFE/RL does, however, cover the costs of interview travel and, upon appointment, some relocation costs.
Note: In response to changing operational requirements, RFE/RL retains the discretion not to make an appointment, or to modify the job specifications for a particular vacancy.
By replying to this advertisement or sending your CV and/or other personal data to RadioFreeEurope/RadioLiberty, you are agreeing to having your data saved and managed by employees of the HR department of the company for possible future reference in full accordance with the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) GDPR and Act No 110/2019 Coll., on personal data processing. This agreement may only be withdrawn by a written revocation and remains valid until that date. However no longer than 5 years.
Odpovědí na tento inzerát či zasláním Vašeho životopisu a případných dalších osobních materiálů do společnosti RadioFreeEurope/RadioLiberty dáváte souhlas ke zpracování a uchování Vašich osobních údajů dle Nařízení Evropského parlamentu a Rady (EU) 2016/679 ze dne 27. dubna 2016 o ochraně fyzických osob v souvislosti se zpracováním osobních údajů a o volném pohybu těchto údajů a o zrušení směrnice 95/46/ES (obecné nařízení o ochraně osobních údajů), dále jen GDPR a zákona č. 110/2019 Sb., o zpracování osobních údajů. Tento souhlas platí až do jeho odvolání písemnou formou, maximálně však po dobu 5 let.
Privacy Notice for RFE/RL Job Applicants
RFE/RL, Inc. is a private, nonprofit corporation funded by a grant from the U.S. Congress through the U.S. Agency for Global Media (USAGM). Due to RFE/RL’s special character, the countries in which RFE/RL operates, and the type of work RFE/RL performs, it is RFE/RL's obligation to verify the accuracy of information provided by each applicant in order to ensure the safety and security of our employees and workplace. RFE/RL must ensure that everybody who advances to the final stage of the selection process for a position at RFE/RL and who wishes to enter into an employment relationship with RFE/RL must undergo pre-employment background check.
With respect to the above, RFE/RL informs you, as an applicant, that your employment at RFE/RL is contingent on the successful completion of pre-employment check.
Therefore after your acceptance of RFE/RL‘s offer letter, you will be subject of pre-employment check (performed by external Czech entity). Detailed information about collection and processing of your personal data in this matter will be provided to you together with the offer letter.
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The process described above largely applies to applicants for internships and fellowships as well – simply replace the word “employment” with “internship” or “fellowship” as applicable.