Support Analyst
Form.com
IT, Customer Service
Ukraine · Remote
Posted on Saturday, August 3, 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.
Work Schedule:- Flexible hours with shifts including: 1PM — 9PM; 9AM — 5PM; 4PM — 12AM Warsaw time.
Our recruitment process consists of the following stages:
1) HR interview;
2) a test task to familiarize yourself with the product;
3) final interview with the Team Lead;
4) offer!
If you meet these qualifications and are ready for a new challenge, apply today to join our team and make a difference!
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.