Customer Support Expert (Remote)

USA, San Francisco, California
Start date
2019-09-20 10:50:28
Job ID

Customer Support Expert

Job description

 Our partner is looking for an experienced support professional to join our young, flexible, quickly developing and highly motivated international team.


What you will do:

- Work a lot with our product, ShortPoint, to reproduce customer issues, help customers to solve technical queries and answer product-related questions.

- Handle incoming support tickets from our support system (powered by Freshdesk), provide customers with the solutions within our SLA.

- Most of the customer communication is handled with the ticketing system, but sometimes you will need to reply to customers in chat.

- Connect remotely with customers to review issues on their environments and help them resolve these issues.

- Escalate customer requests to senior technical engineers in case the issue needs additional technical investigation.

- Provide authentic and complete information to the customer regarding the issues raised.

- Report issues you have encountered in the product to our QA team and product developers.

- Write support articles to expand our knowledge base.

- Collaborate, share your findings with the team, communicate, brainstorm and have lots of fun:)

- Travel and celebrate our culture in bi-annual meetups, where you will get to know the team personally, work in the office and participate in entertaining team activities.


Time Zone Required: GMT + 10 to GMT + 4


Remuneration package: 

  • Salary commensurate with experience

Benefits and Culture

  • Flexibility in vacations

  • Flexible working hours

  • Working remotely 

  • Team building and activities 

  • Very dynamic culture and everyone is super passionate



Candidate should:

- Have strong English verbal and written communication skills, good grammar

- Be able to write high-quality technical texts, be concise and clear in providing written instructions

- Be attentive to details

- Have at least 2 years of experience in a similar position

- Be able to learn a lot of new information about the product and platform

We would love if you also:

- Have experience with Microsoft SharePoint

- Know the basics of web development (HTML, CSS and JS)

- Have previous experience in technical writing


I agree to use and process my personal data according the Law of Ukraine about “Protection of personal data”.

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