Our CS team needs support! Be the hero who saves the day by providing technical investigation, information and resolution to complex customer inquiries related to account status, billing information and reproducing weird setups and behaviors that the customers face in the day-to-day use of our products.
You will be both helping the customer support team with information/documentation and talking directly with customers to help them out with configuration and deeper technical issues.
Requirements:
- 1 year of work experience in Customer Support or Technical Support
- General knowledge of Jira and Confluence
- Fluent English (B2-C1)
- Some technical background
- Ability to stick to the European Time Zone for remote work
Will be a plus:
- Knowledge of SQL databases and queries, Python or Javascript
- Knowledge of Selenium or Puppeteer for automation
- Experience with VPN technology (setup, configuring) and encryption
- Knowledge of operating systems administration and configuration
- Knowledge of Russian
Responsibilities:
- Providing customer support to users through various channels including email, live chat, skype calls, and TeamViewer;
- Assist internal Customer Support with questions regarding the software
- Help users with making their Selenium/Puppeteer automation scripts work
- Help users with setting up the environment for working with our software
- Execute various processes related to billing and account maintenance
- Investigate the user's story for the purpose of understanding consumer needs, wants and desires
- Report bugs and feature requests using Jira
- Write and update associated documentation
What we offer:
- Remote work from anywhere
- Multicultural environment & no micromanagement
- Company retreats (traveling) to different countries almost every quarter
- Home office equipment budgeting
- Sport/fitness compensation