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Product Support Specialist

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Remote work
Fixed Schedule
Full time

We're looking for an enthusiastic and responsible professional to join our team and provide customer support for Railsware own products - Mailtrap and Coupler.io. We are seeking a professional to enforce customers’ support by being the point of contact, resolving requests and providing the best communication experience. This position is a great opportunity for a self-starter who is passionate about technologies and is excited to be the first dedicated full-time person at our company in LATAM region and Europe.

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.

Your responsibilities

  • Provide timely responses to customer support requests via email, Help Scout, Zendesk or similar
  • 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 Product Owner or Development Team in search for possible answers and/or workarounds that can be suggested to a customer
  • Follow up on support requests to make sure that a client managed to resolve the problem
  • Follow up to see if 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
  • Good understanding of the international startup landscape and IT industry
  • Advanced communication and relationship building skills
  • Experience working with support ticket management software (Help Scout, Zendesk) or other
  • Experience with various marketing platforms
  • Excellent computer literacy
  • Experience in GSheets or Excel
  • 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

Will be a plus

  • Experience with email related issues, campaigns, deliverability
  • Experience in using CRM systems and task management tools

Benefits
and Perks

As a part of our life-work balance, we want Railswarians to live an active and wholesome life. That’s why we take perks pretty seriously.
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  • Competitive compensation
    Let's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
  • Growth opportunities
    Outline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
  • Remote and flexible schedule
    Railswarians live in more than 25 countries with different time zones. All of them are free to choose their most productive work time and place.
  • Smart Expense policy
    There's an additional sum allocated to help you set up your workstation, improve your health, and learn whatever you want and how you want. No. Questions. Asked.
  • Secure hardware and equipment
    Your productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
  • 34 Paid days off
    Railswarians rest 24 days per year + 10 days to cover your national holidays.
  • Regular online and offline gatherings
    We frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.