• Community Support Officer - Russian

    Job Locations Remote-Remote
    Posted Date 4 weeks ago(4 weeks ago)
    Project Assistant
  • Overview

    Appen is a global leader in the development of high-quality, human annotated datasets for machine learning and artificial intelligence. With over 20 years of experience, expertise in more than 180 languages, and access to a global crowd of over 400,000, Appen partners with leading technology companies to enhance their machine learning-based products.

    Position Summary:

    We are currently seeking an ambitious and energetic native-level Russian speaking Community Support Officer, who under the direction of the Project Manager, will work closely with members of the language resource team to assist with the successful delivery of speech collection projects.


    Working autonomously and as part of a team you will be the first point of contact for our crowd workers providing timely resolutions via helpdesk management software. To be successful in this role you will need to develop and drive the tracking of tickets and emails ensuring all support requests are captured, measured, and resolved with priority with a focus on escalation and resolution management.

    Location: Work from home, Latin America or Europe

    Length: Initial 6 month contract, with the possibility to extend

    Working Hours/ Day: 7.5
    Working Days/ Week: 5


    Key Responsibilities:

    • Record, categorize, monitor and resolve service requests using the helpdesk management software.
    • Build strong relationships with crowd workers and help them with a friendly and professional approach.
    • Liaise with both internal and external stakeholders in event of incidents and report common issues.
    • Develop and ensure project knowledge base, process, and procedures are kept up to date.
    • Proactively identify opportunities for improvements to existing processes and for automation of time consuming tasks.
    • Follow strict confidentiality protocol regulating the handling of project details and other sensitive information.

    Required Years of Experience:

    • 1+ years experience and knowledge in a user support role or a similar position

    Required Knowledge, Skills, and Abilities:

    • A native-level speaker of Russian language and fluent in communicating in English (both oral and written). 
    • Strong interpersonal skills. Helpful, enthusiastic, and friendly demeanor with demonstrated ability to assist users with a variety of support needs in a patient and positive manner.
    • Experience with helpdesk management software and Microsoft Office - Excel, Word, and Outlook
    • Have very strong analytical skills and the ability to interpret data, identify trends and analyze program effectiveness
    • A naturally curious and want to experiment with new and creative ideas
    • Can thrive working in a metric-driven, fast-paced, high-growth environment
    • A self-starter, who can work independently and proactively to resolve issues, take ownership of the tools and processes

    Required Availabilty:

    • Must be available to work during Australian business hours AEST for the training period (first 4 weeks)

    Required Software/Codes & Standards: 

    • 1+ years experience and knowledge in a user support role or a similar position

    Document to be submitted: 

    • Please include with your application: your CV/resume; details of any language qualifications you hold; your availability






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