Product Support Specialist

Sorry, we're no longer accepting applications for this role

Remote work

Fixed Schedule

Full time

We're seeking an enthusiastic and responsible professional to provide our team with customer support for Railsware products - Mailtrap, Coupler.io, and TitanApps.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. Join the team of professionals who strive to create the best products and provide end-to-end support for their customers.

We are currently looking for a support specialist who will be assisting our clients in the European time zone. If this timezone suits you, we are waiting for your CV!

Join

Railsware!

Your responsibilities

Provide timely responses to customer support requests via email
Provide chat support for Mailtrap.io clients on paid subscription
Verify accounts for spam/phishing prevention
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 the same 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 with email-related issues, campaigns, deliverability
Experience in using CRM systems and task management tools

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.