Support Analyst (English and Polish languages)

Join Our Dynamic Technical Support Team at FORM!

Are you passionate about problem-solving and have strong communication skills in English and Polish? We are looking for a new member to join our technical support team! If you thrive in a dynamic environment and are eager for interesting tasks and growth opportunities, we want to hear from you.

Why You’ll Love Working with Us:

• Comprehensive Onboarding: Enjoy mentoring support, detailed product training, clear tasks, and extensive documentation.
• Collaborative Team: Join a driving team, always ready to help and support each other.
• Challenging and Exciting Work: Engage in meaningful tasks that challenge and excite you.
• Growth Opportunities: Fast-track your career growth within our company.
• Fully Equipped for Success: We provide all necessary equipment for your work.
• Remote Work Flexibility: Enjoy the convenience of remote work.
• Social Benefits: Including a robust health insurance package.
• Direct Contract with a US-Based Company: Gain international experience and connections.

Key Responsibilities:

• Respond to incoming customer queries via chat, email, or phone.
• Identify customer needs and provide troubleshooting assistance.
• Analyze, replicate, and document product defects by testing different scenarios.
• Update internal databases with technical issue details and customer interactions.
• Escalate issues to technical teams when necessary for resolution.
• Conduct training sessions for new customers.
• Share feature requests and effective workarounds with team members.
• Follow up with customers to ensure their issues are resolved.
• Gather and communicate customer feedback to Product, Sales, and Marketing teams.

What We’re Looking For:

• Advanced English (Speaking and Writing): Exceptional communication skills in English.
• Intermediate Polish (Speaking and Writing): Proficiency in Polish to handle customer interactions.
• Experience: At least 1 year of experience in a Customer Support Analyst/Representative role.
• Communication and Problem-Solving Skills: Excellent abilities to communicate clearly and solve problems efficiently.
• Multi-Tasking and Prioritization: Ability to handle multiple tasks and prioritize issues effectively.
• Customer Complaint Handling: Proven experience in managing and resolving customer complaints.
• Technical Proficiency: Familiarity with MS Office Suite (Word, Excel, Outlook) and a basic understanding of client-server applications.
• Help Desk and Remote Support Tools: Knowledge of tools like Zendesk, GotoMeeting, WebEx, and Zoom.
• Client Escalation Management: Ability to handle client escalations and serve as the main communication point with clients.

Additional Skills That Would Be Beneficial:

• Browser Development Tools: Experience with Chrome DevTool and Firebug.
• Offshore Technical Teams: Experience working with offshore technical teams.
• B2B and Enterprise Solutions Support: Familiarity with B2B clients and enterprise solutions.
• Test Documentation: Experience in writing checklists, bug reports, and test cases.
• Basic Technical Knowledge: Understanding of CSS/HTML and APIs.

Work Schedule:- Flexible hours with shifts including: 1PM — 9PM; 9AM — 5PM; 4PM — 12AM Warsaw time.

Our recruitment process consists of the following stages:
1) a short call to check your English and Polish language skills;
2) a test task to familiarize yourself with the product;
3) interview with HR + case studies;
4) final interview with the Team Lead;
5) offer!