We're seeking an enthusiastic and responsible professional to provide our team with customer support for Railsware products - Mailtrap and Coupler.io. We are seeking a professional to enforce customer support by being the point of contact, resolving requests, and providing the best communication experience.
Our products now have more than 2M+ signups and are constantly growing - we plan to build a multi-billion dollar business around it.
We want to provide 24-hour support to our clients and therefore are now looking for people located directly in our clients' time zones. Our users are located in **North/South America**. If this kind of timezone suits you, we are waiting for your CV!
JoinRailsware!
Our products now have more than 2M+ signups and this number is constantly growing - we have a plan to build a multi-billion dollar business around it. Check out our case studies to see Railsware own products, as well as our previous projects and current clients.
**Responsibilities**:
- Independently solve client's requests and issues
- Answer non-standard questions and investigate possible solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- If necessary, initiate collaboration with the Product Owner or Development Team in search of possible answers and/or workarounds that can be suggested to a customer
- Follow up on support requests to make sure that a client manages to resolve the problem
- Follow up to see if the customer is happy about the level of support services provided by Railsware
- Encourage happy clients to rate and leave feedback on the corresponding Marketplace platforms
- Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation
- Work towards maintaining a high-quality support service by actively contributing to the improvement of our established processes
Your skills
- 2+ years of experience working in technical/product support
- Advanced level of English: both written and spoken
- Excellent understanding of the details of technology products
- Willingness to conduct independent investigations to determine the causes of problems
- Good understanding of the IT industry
- Advanced communication and relationship-building skills
- Experience working with support ticket management software (Help Scout, Zendesk) or other
- Excellent computer literacy
- An ability to dive deep into several contexts simultaneously
- Attention to details
- A capability to maintain friendly relationships with customers
- Strong willingness to help clients solve their product-related issues
Would be a plus
- Experience in using CRM systems and task management tools
