Support Analyst (just Ukraine or Poland location)
We are looking for a new member of our technical support team with good analytical and communication skills and knowledge of English and Polish.
We promise interesting tasks and development opportunities!
Requirements:
— Advanced English (Speaking and Writing);
— Intermediate Polish (Speaking and Writing);
— From 1 year of experience on Customer Support Analyst\Representative
position;
— Excellent communication and problem-solving skills;
— Ability to multi-task and prioritize issues;
— Experience in handling issues and or customer complaints;
— Experience using common software (MS Office Suite — Word, Excel, Outlook);
— Basic understanding of client-server applications work;
— Knowledge of the help desk software, and remote support tools (i.e. Zendesk,
GotoMeeting, WebEx, Zoom);
— Ability to handle Client escalations and act as a main communication point with
Clients.
Beneficial would be:
— Experience in working with browser development tools: Chrome DevTool,
Firebug;
— Experience working with offshore technical teams;
— Experience in B2B Clients and Enterprise solutions support;
— Experience in writing test documentation: checklists, bug reports, test case;
— Basic knowledge of CSS/HTML;
— Basic knowledge of API.
Responsibilities:
— Respond to incoming customer queries via chat, email or phone;
— Identify customer needs and help customers troubleshoot and consult
on specific use cases or issues;
— Replicate, analyze, and document/report product defects (for example,
by testing different scenarios or impersonating users);
— Update our internal databases with information about technical issues and
useful discussions with customers;
— Identify when issues require further escalation and engage with technical teams
for technical issue resolution;
— Provide trainings to new customers;
— Share feature requests and effective workarounds with team members;
— Follow up with customers to ensure that their technical issues are resolved;
— Gather customer feedback and share with our Product, Sales and Marketing
teams;
— Work hours include: 1PM — 9PM; 9AM — 5PM; 4PM- 12AM Warsaw time.
We Offer:
— Challenging and exciting work;
— Ability to growth internally in a short period term;
— Remote work;
— Social package including health insurance;
— Direct contract with US-based company.
Юлія Перцева
