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Support Analyst

Form.com

Form.com

IT, Customer Service
Kraków, Poland · Poland · Remote
Posted on Friday, May 17, 2024
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.

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.

Additional Skills That Would Be Beneficial:

  • 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.

Key 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.

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.